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Why Digital Matters: Connecting With Customers Beyond Voice

Customers are moving away from voice. It’s time to shift to digital-first customer service.

Today’s consumers are shifting toward digital service and support for the sake of speed and convenience. But many customer service centers aren’t keeping up with consumer expectations.
With just one third of customer support organizations running an omnichannel contact center, the majority of the industry has yet to make digital customer support work for their customers. The companies that are using technology to improve the customer experience are reducing the cost to serve by up to 40 percent. It’s time for your customer support center to reduce costs and find new efficiencies.