The typical customer service journey has been largely reshaped by tech-driven options that give consumers the power to choose in the moment of need. To deliver more quality service across channels, brands can adopt an approach known as transparent service optionality.
Opting in to optionality
Transparent service optionality begins where excellent service always does—with customers at the top of the priority list.
Once limited to either walking into a store or dialing a phone, consumers now enjoy a plethora of additional service options, including email, chatbots, text, messenger apps, online FAQs, and social channels. Consumers expect consistent and efficient experiences across all channels and touchpoints, and many companies struggle to keep up. Brands can satisfy high customer expectations by offering differentiated service options, priced transparently upfront.
Connect with some of our experts
Claire Gillies is a Service Excellence Partner at Deloitte Digital Australia. In addition, Claire also leads Deloitte Digital's alliance program.
Simon Stefanoff is a Principal at Deloitte Digital Australia who leads our Digital Contact Centre transformation offering.
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