Why companies should care about e-care

Digital customer service has become a significant factor in both purchase and service transactions: roughly 70 percent of telecommunications purchase journeys occur in part or in whole online, as do 90 percent of service journeys.1 Digital customer service also provides superior customer satisfaction: our research shows that 76 percent of telecommunications customers are satisfied with a customer service journey that is fully digital, compared with 57 percent satisfaction for interactions through traditional channels (exhibit). When you consider that migration to e-care can, in our experience, reduce call volumes and operating expenses by 25 to 30 percent, its benefits seem obvious.

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out /  Change )

Facebook photo

You are commenting using your Facebook account. Log Out /  Change )

Connecting to %s