XM Knowledge Base
Customer Experience playbook
How to use digital support to drive customer loyalty
While the shift to digital has been in motion for quite a while, it accelerated considerably in 2021. Digital experiences will continue to be preferred over in-person or telephone experiences by customers as we move forward, and that means businesses will need to provide a consistent support experience across every channel if they’re to stay competitive.
A consistent digital customer experience should be the cornerstone of your customer care strategy, and has been shown to drive a 33% increase in satisfaction and up to 35% reduction in operating costs. But for many, its adoption is hampered by gaps in delivery strategies and incomplete measurement of its effectiveness.
In this guide, you’ll learn the best practices for optimizing digital support to help you improve satisfaction and increase loyalty through customer care experiences.
What you'll learn in this playbook:
- The benefits of optimizing your digital support experience
- How to get the most out of your support channels
- The best practice questions you can ask that will help maximize results