Why Digital Customer
Service Should Be High
On Your Priority List

Why Digital Customer
Service Should Be High
On Your Priority List

Meet rising consumer expectations, improve your CES & NPS and increase call reduction.

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70% of consumers prefer to deal with service questions themselves

When it comes to digital service quality, one of the important challenges companies face is the offering of an excellent customer experience on their service touch-points, the delivery of an optimal approach that is ‘first time right’.

Since 70% of consumers prefer to deal with service questions themselves via a website or app, the easier your customer can find their way, the bigger the loyalty and satisfaction.

In this whitepaper, you’ll find all the latest ins and outs on the WUA Digital Service Scan, the benchmark approach, the model, how we measure NPS and CES and give insight into channel preference and customer loyalty and retention. Also, you’ll find out how CZ delivers its digital service (case) and you’ll find 3 Best Practices to learn from, including OHRA and FBTO.

Let’s aim for digital excellence in online service!

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A Peek Inside

These days, consumers online are waited on hand and foot: products, information, and services are all available in a few clicks through Google, apps, or can be ordered in a second by voice command via Alexa, Google Home or Siri. Customers are more and more able to find solutions to their service issues or questions themselves. Providing good offline service in store or by phone is no longer enough; online, a website or other digital service touch points have to live up to rising customer expectations on service quality.

How do you get a grip on your digital service quality while acting upon customer feedback? At WUA, we love to address this question with our research product Digital Service Scan, based on the in-house developed Digital Service Model. This model (see page 5) studies functional, rational, and emotional aspects of the digital service journey.

In this white paper you’ll find out how CZ delivers its digital service in the form of a client case and on page 11 you’ll find  Best Practices to learn from, including OHRA and FBTO.

Learn more

A Peek Inside

In this whitepaper, you’ll find all the latest ins and outs on the WUA Digital Service Scan, the benchmark approach, the model, how we measure NPS and CES and give insight into channel preference and customer loyalty and retention. Also, you’ll find out how CZ delivers its digital service (case) and you’ll find 3 Best Practices to learn from, including OHRA and FBTO.

Get Instant Access