Click, Chat, Conquer: How to Implement Digital Customer Care

March 25, 2024 11 min read

Ken McMahon

Ken McMahon


Gone are the days when a single phone number was the hero of customer care. 

In today’s hyper-connected landscape, B2B and B2C customers expect exceptional service across multiple touchpoints — from the constant use of social media and messaging apps to self-service portals and AI-powered chatbots.

That’s where a digital customer care strategy steps in to save the day. This omnichannel approach empowers your business to deliver seamless customer experiences, build stronger customer relationships, gain a powerful edge over competitors, and more.

But what exactly is digital customer care, and how should your business implement it? Keep reading to learn a few best practices or risk falling behind.

What Is Digital Customer Care?

Digital customer care leverages various online channels to provide convenient, personalized, and efficient customer support. This comprehensive support ecosystem empowers customers to connect on their terms — wherever, whenever. 

We can break down digital customer care into five key pillars:

1. Omnichannel support

Imagine a customer with a burning question about your product. They reach for their phone — not to dial your contact center, but to fire off a quick message on your company’s social media page or access the self-service portal.

In a multichannel support system, these disconnected service silos keep customer information hidden from your agents, which often results in poor resolution and customer satisfaction.

But in an omnichannel support system, customers are free to choose their preferred method of communication, whether via phone, email, text messages/SMS, live chat, or other means. Even better? Their data and interactions integrate into a single, easy-to-access platform for your agents to see.


Statistics show that 86% of consumers expect this seamless communication across multiple channels with customer support. Two in five US consumers even say they’ve used three or more channels to reach a company’s customer service team.

Digital customer care is all about empowering customers to choose the communication method that best suits their needs, inquiries, and preferences.

Nextiva omnichannel customer support

2. Always-on accessibility

Customers don’t operate on a nine-to-five schedule anymore. Digital customer care provides a level of “always-on” accessibility to ensure your customers can find information or get help whenever needed.

Options like chatbots can handle basic inquiries 24/7, while knowledge base articles offer self-service solutions. This around-the-clock support caters to people across time zones and with varied schedules to boost customer satisfaction and resolutions.

3. Personalized interactions

According to recent customer service statistics, 68% of people feel brands should create personalized experiences in every interaction, including customer support. 

A well-equipped digital care system leverages tools, AI, and data analytics to:

  • Instantly recognize customers and provide agents with a snapshot of their customer journey.
  • Offer personalized support, recommendations, and solutions.
  • Integrate chatbots that learn from past interactions and tailor responses accordingly.

4. Proactive service

A digital customer care strategy includes tools that anticipate customer needs and provide support before issues arise or escalate. 

Your proactive service may involve:

  • Sending automated reminders.
  • Sharing targeted product information based on past purchases.
  • Flagging potential problems based on account activity.
  • Engaging customers with personalized updates and information.
  • Using social listening tools to address potential issues and offer proactive solutions.

Businesses fail to address about half of customers’ social media complaints, and more than two-thirds of customers say they want organizations to “reach out and engage with proactive customer notifications.”

Digital customer care helps you cover your bases.

5. Efficiency and scalability

Digital tools built for customer service automation reduce agent involvement and streamline workflows so support team members can focus on resolving more complex issues. 

While AI-powered technologies automate repetitive tasks and chatbots handle routine customer inquiries efficiently, your team improves response times and ultimately helps more people.

Digital channels are inherently scalable, allowing you to easily manage an influx of inquiries without significant infrastructure or resource investments as your company grows.

Why Does Digital Customer Care Matter for My Business?

Investing in digital customer support is about keeping up with the times and giving your business a strategic edge. 

The following five benefits can help skyrocket your brand to the next level

Enhanced customer satisfaction

The greater the customer effort to resolve issues, the higher their dissatisfaction. But everyone loves prompt, convenient, efficient, personalized support across their favorite channels, so you’ll significantly improve customer satisfaction, boost customer loyalty and retention, and increase word-of-mouth referrals.

After all, surveys reveal that:

  • Consumers are 5.1 times more likely to recommend a brand after an excellent customer service experience. They’re also 3.5 times more likely to purchase from a business after positive customer experiences.
  • Consumers who report a good customer service experience are 38% more likely to recommend that company than consumers who received bad customer service.
  • 94% of consumers who give a company a great customer service experience rating are likely to purchase more products or services from that company in the future.

Increased operational efficiency

Omnichannel contact center software automates repetitive, routine tasks to free up your customer care team to focus on complex issues and provide high-touch support.

omnichannel vs multichannel

Unified, streamlined communication also provides all the information agents need to resolve concerns quickly and efficiently the first time.

You’ll reduce your agents’ workload, decrease call center turnover, shorten resolution times, and elevate your customer service simultaneously. That’s why recent whitepapers show that:

  • 79% of businesses consider automation necessary in their customer experience strategy.
  • Classifying service issues with AI and automatically routing incoming customer contacts increases agent productivity by 1.2 hours a day.
  • Nearly two-thirds of customer service tasks and up to 70% of contacts can be automated with an AI-powered omnichannel contact center solution.

💸  Bonus: McKinsey researchers discovered that businesses using automation to revamp their customer experiences can save up to 40% on service costs. So it’s a win-win all around!

Improved brand reputation and trust

Prompt, effective responses to customer inquiries build trust, encourage positive online reviews, and strengthen brand reputation. They’re the cornerstone of every customer experience strategy.

Your digital experiences also allow your business to address customer concerns publicly, demonstrating your commitment to transparency and accountability.

The result is a positive brand image that keeps and attracts new customers.

Access to data-driven insights

Digital customer experiences generate valuable data about customer behavior and pain points. Analyze this data, and you’ll gain incredible insights into customer needs, preferences, buying habits, and more.

Leveraging these data-driven insights will enable your team to develop targeted customer engagement strategies and continually improve your product offerings, service lines, and customer support. You’ll also identify weak areas and processes that must be optimized for success.

Over 60% of consumers expect customer service agents to know about their unique needs and expectations. A DCC that collects customer data and makes it easy to use will be able to exceed those expectations.

A powerful competitive advantage

In today’s competitive landscape, exceptional customer care is a serious differentiator.

We know that 91% of customers say they’re more likely to make another purchase after a great customer service experience, so brands that excel in digital customer care automatically stand out in a crowded market, attracting and retaining more customers than their competitors.

Higher operational efficiency also means they’re doing so without exceeding their budgets. That’s a sustainable long-term advantage, especially during unpredictable markets.

How Does Digital Customer Care Benefit Cloud Contact Centers?

Cloud contact centers are the backbone of digital customer care and lead to the following.

Integrated multi-service channels

Cloud contact centers seamlessly integrate multiple digital communication channels into a single unified communications platform.

This unified view of customer interactions from traditional channels (like phone calls and email) and emerging channels (like WhatsApp and Instagram) enables a smoother, more efficient omnichannel service experience. 

The customer’s journey is consistent and integrated across all channels, so they can switch between channels without losing context, having to repeat information to your support team, or getting frustrated.

Flexibility and scalability

Cloud solutions are inherently flexible and built to scale. 

You can easily add or remove features, agents, and channels as your business needs evolve. This ensures you’re always prepared to meet customer demands and manage peak periods without significant upfront investments in infrastructure or hardware upgrades.

Cloud contact center technology also allows customer service agents to work from anywhere, facilitating remote work. This flexibility can lead to increased agent satisfaction and productivity.

Access to essential and advanced features

Cloud contact centers offer a range of features designed to enhance customer care, including:

Example of an automated conversation analysis.

Using these features and agent collaboration tools will empower your team to deliver exceptional customer service faster and easier.

Clear cost efficiencies

Agent efficiency gains translate to lower operational costs. Cloud solutions also eliminate the need for upfront setup costs, expensive hardware and IT infrastructure, and ongoing maintenance of traditional, on-premises contact centers.

Subscription-based pricing also provides predictable monthly expenses. Nextiva offers a pricing model based on the number of lines in use, allowing companies to pay only for the resources and services they use.

Enhanced customer satisfaction

Your customer’s cloud contact center experience encompasses every touchpoint, communication, and interaction with the agents and technology in your support hub.


In a digital customer care strategy, this platform can:

How to Adopt a Digital Customer Care Mindset

Shifting to this model requires a cultural shift within your organization. 

Below are some key steps to consider when implementing a digital customer service strategy.

Understand your customers deeply

Take the time to understand your customer demographics, preferred communication channels, and pain points along their customer journey. This will help you tailor your digital customer service strategy to their specific needs.

To research your customer’s expectations for service and support, you should:

When you understand your customers better, you’ll know what works (and what doesn’t) and where you’ll score the most ROI before investing time, budget, or resources.

Evaluate your current capabilities

Ask your team these questions to assess your current customer care infrastructure, resources, and team skill sets:

Answering these questions will help you prioritize investments and tailor your digital customer experience strategy.

Invest in the right technology

The right technology makes all the difference. Consider scalability (a solution that flexes with your business needs), integration (with your existing CRM and other tools), and ease of use (to minimize training time and allow your team to focus on personalized experiences).

A cloud contact center is a must-have. As the ultimate foundation for digital customer care, this unified platform should integrate multiple digital channels in a single view, offer robust AI-powered features and functions, provide dashboards and reporting, and more.

Prioritize CX Software — a suite of tools designed to manage, analyze, and improve all aspects of a customer’s interaction with your company. CX Software includes tools for tracking, overseeing, and organizing every customer touchpoint from start to finish.

Your team can track customer purchases, online browsing behavior, and feedback from various channels, such as social media and customer service calls, to understand what customers are looking for. Then you’ll be in a stronger position to provide what they need.


Implement customer-centric strategies

To drive customer experience scores, you must always put your customer at the center of all your decisions. 

To do that, you should:

Measure, iterate, and aim for continuous improvement

Digital customer support is an ongoing journey that requires continual customer experience management

To succeed here, you should:

Contact center metrics

Getting Started With Digital Customer Care

Embracing digital customer care is an investment in the future of your business. It allows you to create a seamless and convenient customer experience that fosters loyalty and drives business growth. You’ll be empowered to meet the ever-evolving needs of your customers, reduce operational expenses, and gain a competitive edge.

But you can’t achieve any of those goals without the right technology!

Nextiva is the preferred digital customer care platform for cloud contact centers.

Our all-in-one solution offers a unified platform for communication and customer insight. You can track customer sentiment, get real-time alerts based on customer needs, automate actions to interact with customers based on their experiences, and more.

By having everything in one place, you’ll quickly resolve customer problems, save on third-party software costs, and simplify workflows for your staff.

🌟  See why Nextiva stands out for organizations that need a unified, holistic customer experience tool, customer-centric features, and scalable, affordable pricing now!

Your complete call center solution.

Run your call center in the cloud and take more customer calls with fewer agents.

Ken McMahon


Ken McMahon

Ken McMahon leads Customer Success for Nextiva. His 25 years of experience leading various aspects of the customer experience including professional services, customer success, customer care, national operations, and sales. Before Nextiva, he held senior leadership roles with TPx, Vonage, and CenturyLink. He lives in Phoenix with his wife and two children.

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