Tony Hsieh emphasized that customer service should pervade the entire company culture, not just a department, a philosophy that continues to guide Zappos' operations.
Digital customer service (DCS) represents a multi-faceted approach to interacting with consumers, using tools like chatbots and social media to enhance the customer experience.
Main digital customer service tools can be categorized as human-powered options, such as live chat, or self-service solutions like FAQs and automated chatbots.
Rapid advancements in AI have enabled chatbots to effectively assist customers by imitating human conversation, transforming customer support into a more efficient and innovative process.
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