Tag: Digital channels

Introduction Smartphones have become the standard method of communication for consumers, with an estimated 6.8 billion users worldwide in 2023. The World Health Organization reported an estimated 1.3 billion people living with a disability. A portion of this population may not be able to use smartphones easily in their daily lives. This results in the […]

Companies often add self-service capabilities to their websites or mobile applications, such as frequently asked questions (FAQs) or knowledge articles, to help customers address their queries. When that customer escalates to a live agent for help, they are often asked to repeat the same information they may have entered or browsed on the app or […]