What does customer satisfaction in the digital age actually mean? At Sprint Reply, in close cooperation with their partner consultancy mobileVision, they have conducted an in-depth research on today’s customer satisfaction challenges and opportunities. The paper provides a number of interesting insights.
Sprint Reply has conducted a study to research the field of Digital Customer Care (DCC) by performing in-depth interviews with digital customer service executives of large German corporations as well as Digital Experience technology suppliers. Furthermore, a technical benchmarking analysis of both B2C web and mobile services have been conducted. With the advent of digital customer experiences and the emergence of entirely digital players Digital Customer Care becomes an increasingly important element across the entire customer lifecycle.
The report details the strategic direction of the participants and highlights the increased need for corporate attention and investment to provide satisfying customer care across all digital channelDigital_Customer_Care