Digital channels have become ubiquitous and are favored by customers for interacting with businesses. This digital customer service product and market report analyzes the overall market and closely examines 6 vendors who offer digital customer service platforms and have already made a name for themselves in this emerging sector.
Asynchronous service options meet customers where they live.
Digital communications have become the preferred method of communication between businesses and customers. One unique feature of conversations in the new digital era is that they can start, stop, and continue when the customer chooses. This asynchronous communication is characterized by persistence, which enables a conversation to retain context and history when it changes channels or even stops for a period of time. This means that customers can have an ongoing dialog with a company, seamlessly across channels, over an extended period of time. Customers expect companies to remember who they are and know their preferences; asynchronous channels help achieve this goal. Enterprises are undertaking digital transformations to revamp their service organizations, allowing customers to interact via enhanced self-service and digital channels, in addition to voice.
The 2020-2021 Digital Customer Service Product and Market Report provide in-depth coverage of the digital servicing market. It analyzes vendors, products, functional capabilities, pricing, as well as the market, business, and service trends and challenges. It presents information about how these solutions are being used, their benefits, as well as best practices to help companies realize the greatest return from their investments. The Report features 6 vendors: Glia, Helpshift, NICE inContact, LivePerson, Quiq, and RingCentral.
The Report includes:
- Digital-first customer service: what it means, the definition of synchronous and asynchronous digital channels, and the functional and technical building blocks that make up these solutions
- Current market trends and challenges that are driving enterprise investments and vendor innovation in this IT sector
- Discussion of the role and contributions of contact centers in enterprise-wide digital transformation initiatives
- A look at how digital-first servicing is an ideal complement to an omnichannel strategy, inclusive of voice, to provide customers with the ultimate flexibility and choice
- Examination of how digital customer service solutions enable users to track, measure, and understand the omnichannel customer journey
- Analysis of how the growing customer preference for self-service is driving demand for intelligent and effective solutions
- Discussion of work-at-home (WAH) agent requirements for servicing digital interactions and how to keep WAH staff supported and engaged
- Analysis of the digital customer service competitive landscape, including a high-level overview of the 6 featured vendors
- Detailed comparative analyses of the key technical and functional capabilities of the 6 featured digital customer service solutions
- Implementation analysis, including vendor methodology and best practices, maintenance and support, workshops, training, and professional services
- Pricing comparison and analysis for a digital-only and digital and voice 250-seat cloud-based implementation
- Detailed company reports for the 6 vendors covered in this Report, including product functionality and future product development plans
- Vendor Directory
Please note: A customer license letter agreement needs to be signed prior to the delivery of this product. This letter will be sent to you via email after your order is placed.
Table of Contents
1. Executive Summary
2. Introduction
3. Research Methodology
3.1 Report Participation Criteria
4. Digital-First Customer Service
4.1 Channel Descriptions
4.2 Functional Overview of Digital Customer Service Solutions
5. Digital Customer Service Market Trends and Challenges
5.1 Market Trends
5.2 Market Challenges
6. The Digital Transformation of Enterprises
7. Digital Transformation Projections
8. Digital-First, Not Digital-Only
9. The Omni-Channel Customer Experience
10. KPIs for Measuring the Omni-Channel Customer Experience
11. Self-Service: There When You Need It Most
12. Remote Possibilities: Requirements to Support WAH Agents
13. Digital Customer Service Market Activity Analysis
14. Competitive Landscape
14.1 Company Snapshot
14.2 Product Components
14.3 Product Capabilities
15. Technical Analysis
15.1. High-Level Technical Analysis
15.2 Artificial Intelligence, Machine Learning and Automation
15.3 Integration
15.4 Security and Compliance
16. Functional Analysis
16.1 High-Level Functional Analysis
16.2 Supervisor Interface
16.3 Agent Desktop
16.4 Omni-Channel Routing and Queuing
16.5 CRM/Case Management
16.6 Knowledge Management
16.7 Dashboards, Reporting and Analytics
17. Implementation Analysis
18. Pricing
18.1 Pricing Structure
18.2 Digital Channel Pricing
18.3 Digital and Voice Channel Pricing
19. Company Reports
19.1 Glia Technologies, Inc.
19.2 Helpshift
19.3 LivePerson, Inc.
19.4 NICE inContact
19.5 Quiq
19.6 RingCentral
20. Digital Customer Service Vendor Directory
List of Figures
Figure 1: Channel Descriptions
Figure 2: Digital-First Contact Center Solutions
Figure 3: Digital Customer Service Market Trends
Figure 4: Digital Customer Service Market Challenges
Figure 5: Essential Characteristics of a Digital Transformation
Figure 6: Transition to an Omni-Channel Contact Center
Figure 7: Integrate Front- and Back-Office Functions
Figure 8: Update Self-Service Solutions
Figure 9: Tracking the Customer Journey
Figure 10: Digital Transformation Projections
Figure 11.1: Omni-Channel Capabilities
Figure 11.2: Omni-Channel Capabilities
Figure 12.1: Understanding the Omni-Channel Customer Journey
Figure 12.2: Understanding the Omni-Channel Customer Journey
Figure 13: Omni-Channel KPIs by Constituency
Figure 14.1: Service Levels
Figure 14.2: Service Levels
Figure 15.1: Chatbot/Virtual Assistant
Figure 15.2: Chatbot/Virtual Assistant
Figure 16.1: WAH/Remote Staff
Figure 16.2: WAH/Remote Staff
Figure 17: Digital Customer Service Competitive Landscape
Figure 18.1: Company Information
Figure 18.2: Company Information
Figure 19: Product Components
Figure 20.1: Product Capabilities
Figure 20.2: Product Capabilities
Figure 21.1: High-Level Technical Summary
Figure 21.2: High-Level Technical Summary
Figure 22.1: Artificial Intelligence (AI), Machine Learning and Automation
Figure 22.2: Artificial Intelligence (AI), Machine Learning and Automation
Figure 23.1: Integration
Figure 23.2: Integration
Figure 24.1: Security and Compliance
Figure 24.2: Security and Compliance
Figure 25.1: High-Level Functional Summary
Figure 25.2: High-Level Functional Summary
Figure 26.1: Supervisor Interface
Figure 26.2: Supervisor Interface
Figure 27.1: Agent Desktop
Figure 27.2: Agent Desktop
Figure 28.1: Omni-Channel Routing and Queuing
Figure 28.2: Omni-Channel Routing and Queuing
Figure 29.1: Customer Relationship Management/Case Management
Figure 29.2: Customer Relationship Management/Case Management
Figure 30.1: Knowledge Management
Figure 30.2: Knowledge Management
Figure 31.1: Dashboards, Reporting and Analytics
Figure 31.2: Dashboards, Reporting and Analytics
Figure 32.1: Implementation Analysis
Figure 32.2: Implementation Analysis
Figure 33.1: Pricing Structure
Figure 33.2: Pricing Structure
Figure 34.1: Pricing for a 250-Seat Digital Customer Service Solution
Figure 34.2: Pricing for a 250-Seat Digital Customer Service Solution
Figure 35.1: Pricing for a 250-Seat Digital and Voice Customer Service Solution
Figure 35.2: Pricing for a 250-Seat Digital and Voice Customer Service Solution
Samples
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Companies Mentioned
- Glia Technologies, Inc.
- Helpshift
- LivePerson, Inc.
- NICE inContact
- Quiq
- RingCentral
