What is digital customer service?
Digital customer service is support delivered through online channels, such as live chat, email, messaging apps, social media, in-app help, help centers and AI agents, rather than by phone or in person. It lets customers get help on their own schedule and lets companies scale with automation.
Channels
| Channel | Best for |
|---|---|
| Live chat | Quick questions |
| Detailed issues | |
| Messaging apps | Asynchronous help |
| Help center | Self-service |
| AI agent | Instant 24/7 answers |
| In-app | Contextual help |
Best practices
Connect channels, keep answers consistent, make escalation to a person easy, and measure resolution, not just response.
