The customer experience is evolving. When we discuss innovation in the customer service space, we immediately jump to digital. When we highlight CX trends, we focus on how fast, seamless and convenient service experiences can be. But, what we don’t often discuss is the inherent need for traditional support options.
Sure, digital is still a critical pursuit for organizations looking to streamline experiences. But, when customers have an urgent matter to discuss or a complicated concern, most jump straight to the phone channel. Bypassing confusing and robotic digital experiences, customers know that speaking to an agent will give them instant access to support and a dedicated expert, happy to solve their most complex issues.