The “3R’s” rule of digital customer centricity: Record, Replay, Respond

The growth of digital channels and the complexity and value of business conducted via the web means that companies need similar capabilities to what is available to service customers who use more traditional channels:

  • Phone-based customer interactions require calls to be recorded for quality insurance and to provide a record of what was said
  • Paper-based interactions require documents (or images of documents) to be kept so that there is a record of information and instructions that were given
  • But when it comes to digital channels, the general level of support and record keeping is not as comprehensive

Glassbox’s customer experience analytics software gives companies the capability to use session replay tools to see digital interactions exactly as they happened to enable them to service their Customers and keep a permanent record in the event of a complaint or dispute.

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The “3R’s” rule of digital customer centricity: Record, Replay, Respond

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