Understanding Inputs – Emails, Chats, and Text Messages

In today’s interconnected world, customers expect to be able to do anything from anywhere. Long gone are the days of only being able to send a physical letter. Customers are now accustomed to instantaneous, excellent service from the device of their choice.

If you are moving to a true mobile-first environment, you are going to have to accept inputs into your work streams that could be from many different kinds of communication models. You will have to empower your service agents to be knowledge workers who can answer anything within seconds, not minutes or hours. On average, the human attention span has decreased from minutes to only seconds, owing to the instantaneous streams of information they can get at their fingertips. Consequently, they now expect multi-device customer service options as a default experience.

In this chapter, we will focus on the common lines of communication you would want to contain...