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Global Digital Customer Service Report 2021 with In-depth Analysis of Glia Technologies, Inc., Helpshift, LivePerson Inc, Quig and More

Dublin, Jan. 11, 2021 (GLOBE NEWSWIRE) — The “2020-2021 Digital Customer Service Product and Market Report” report has been added to ResearchAndMarkets.com’s offering. 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.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.This report provides 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 DirectoryKey Topics Covered:1. Executive Summary2. Introduction3. Research Methodology 3.1 Report Participation Criteria4. Digital-First Customer Service 4.1 Channel Descriptions 4.2 Functional Overview of Digital Customer Service Solutions5. Digital Customer Service Market Trends and Challenges 5.1 Market Trends 5.2 Market Challenges6. The Digital Transformation of Enterprises7. Digital Transformation Projections8. Digital-First, Not Digital-Only9. The Omni-Channel Customer Experience10. KPIs for Measuring the Omni-Channel Customer Experience11. Self-Service: There When You Need It Most12. Remote Possibilities: Requirements to Support WAH Agents13. Digital Customer Service Market Activity Analysis14. Competitive Landscape 14.1 Company Snapshot 14.2 Product Components 14.3 Product Capabilities15. Technical Analysis 15.1. High-Level Technical Analysis 15.2 Artificial Intelligence, Machine Learning and Automation 15.3 Integration 15.4 Security and Compliance16. 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 Analytics17. Implementation Analysis18. Pricing 18.1 Pricing Structure 18.2 Digital Channel Pricing 18.3 Digital and Voice Channel Pricing19. Company Reports 19.1 Glia Technologies, Inc. 19.2 Helpshift 19.3 LivePerson, Inc. 19.4 NICE inContact 19.5 Quiq 19.6 RingCentral20. Digital Customer Service Vendor Directory For more information about this report visit https://www.researchandmarkets.com/r/byn149About ResearchAndMarkets.com ResearchAndMarkets.com is the world’s leading source for international market research reports and market data. We provide you with the latest data on international and regional markets, key industries, the top companies, new products and the latest trends.Research and Markets also offers Custom Research services providing focused, comprehensive and tailored research. CONTACT: CONTACT: ResearchAndMarkets.com Laura Wood, Senior Press Manager press@researchandmarkets.com For E.S.T Office Hours Call 1-917-300-0470 For U.S./CAN Toll Free Call 1-800-526-8630 For GMT Office Hours Call +353-1-416-8900

Published at Mon, 11 Jan 2021 07:42:17 +0000