“Digital customer service is now a strategic imperative” reads the subtitle of a recent McKinsey & Company research article ‘Why companies should care about e-care’.
In their research McKinsey found that a staggering 90% of customer service journeys passes through digital channels. Customer satisfaction is also higher for a complete digital service journey (76%), compared to service journeys through traditional channels (57%). The article stresses the importance of e-care as a long-term strategic transformation instead of a simple add-on for your current customer service. The entire McKinsey article can be found here.
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