Leading enterprises are shifting their customer service strategies from voice to digital channels to improve customer experience, and they have the bumps and bruises to show for it.
The path to digital customer service is tricky to navigate because workflows and tools for engaging with customers across voice and digital channels, like SMS, chat and social media, must be integrated and used appropriately. Some major companies are using Salesforce's Customer 360 initiative to provide a unified view of customer interactions across those channels.
https://searchsalesforce.techtarget.com/tip/Tips-to-build-a-successful-digital-customer-service-strategy/
