Digital customer service platforms enable businesses to provide customer support across multiple digital communication channels, such as email, messaging, web portals, chat, and social media.
These solutions provide help desk, live chat, and customer self-service capabilities to customer support and customer service teams. Help desk features include ticketing assignment and agent routing to the best subject matter expert (SME) to ensure high-quality, accurate, and quick responses to customer inquiries. In addition to creating tickets from customer emails and portals, these platforms include live chat functionality, allowing customer service representatives to engage with website visitors in real time.
Digital customer service platforms empower customers to access information or complete tasks without the assistance of a customer representative. Many platforms offer the ability to create a branded knowledge base where customers can view content such as articles or tutorials to troubleshoot common questions about a company’s products or services. These platforms may also incorporate features from chatbot software and artificial intelligence (AI) to automate responses to frequently asked questions (FAQ) or assist customers with routine tasks.
To qualify for inclusion in the Digital Customer Service category, a product must:
Organize external customer inquiries into tickets for support agents
Provide instant messaging capabilities between customer service representatives and website visitors
Provide information and assist customers in completing common tasks without human interaction
Provide 24-hour support to customers seeking assistance
Be included in the help desk, customer self-service, and live chat categories
