A digital channel refers to a customer service or communication channel that leverages digital technologies to assist customers in accessing information, resolving issues, or interacting with a company or organization.
Digital channels aim to provide a convenient and efficient way for customers to communicate with businesses while allowing the integration of automation and artificial intelligence (AI) technologies to handle routine inquiries. They enable companies to effectively manage a high volume of customer interactions, streamline communication, and ultimately improve customer satisfaction. Human touch is often preserved for complex queries or situations requiring personal touch and specialized assistance.
Common Types of Digital Channels
- Interactive voice response (IVR) (if it can resolve some inquiries)
- Chatbot
- Virtual Agent
- App
- Website
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