Yesterday, help was a call away but today, it is a click away. Let us face it; everybody seeks convenience. Few of us have neither the patience nor the time to deal with the laborious commute let alone, the winding queues at customer care outlets. Although call centres promised to remedy these problems, they fade in comparison to digital customer care systems.
In the advent of digital, specifically social media, customers have devised different ways to get in touch with their preferred brands. It is, therefore, imperative for any modern, consumer-driven business to invest in a properly set up digital customer care system.
Have you heard of Jamo and Caro, Airtel’s super digital customer agents, or The DTB Duo, or Eric/Kev from Multichoice Kenya? These digital social care agents are helping thousands of customers each day.