In the era of digital transition, traditional means of communication whatsapp data are often called into question. The question of the survival of a help desk arises. Are traditional means of communication no longer fully meeting consumption patterns still as relevant? Indeed, today, nearly ¾ of consumers seek information before making a purchase. So pushing someone to make a purchase by phone is no longer the most profitable strategy. This is explained by the fact that your leads or customers are extremely well-informed about you and your environment.
Today, dealing with digital is a constant to take into account, and a help desk must integrate this channel. With our know-how and feedback, it remains essential for us to deal with traditional channels and digital. It is important to know your customer perfectly, their expectations but above all to offer them a personalized service.
In addition, digital technology makes it possible to simplify processes, which helps to establish a bond of trust with our customers. Therefore, we can ask ourselves how digital and help desk will come together to strengthen the customer experience?
The digital transition brings its share of new developments. Whether through networks, the web or new technologies, each sector of activity must invest in digital technology. This investment meets increasingly precise and demanding demands. As mentioned in the introduction, today ¾ of consumers find out about it on the web before making a purchase. Therefore, if a help desk wants to survive, it must digitalize both its operation and its customer relations.
Today, there are technical means that meet certain basic demands, such as chatbots. These chatbots, which are composed of weak artificial intelligence, are one of the tools that allow the improvement of customer relations. Indeed, they allow simple questions to be answered without human intervention. The succession of scripts allows simple tasks to be solved.