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Digital Customer Services: how a customer applies online Version 14.0 This guidance tells His Majestys Passport Office staff how customers apply for a passport online using Digital Customer Services.
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Digital customer services refer to the online support and assistance provided to customers through various digital channels such as websites, chatbots, emails, and social media platforms.
Businesses that provide online services and interact with customers digitally are required to implement and maintain digital customer services.
To fill out digital customer services, a business needs to identify the various digital channels it will use, set up customer support tools, train staff to handle digital inquiries, and establish processes for responding to customer interactions.
The purpose of digital customer services is to enhance customer satisfaction by providing timely and accessible support, improving communication, and fostering a better customer experience.
Information that must be reported on digital customer services includes customer inquiries, support response times, resolutions provided, and customer feedback on the service quality.
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