The Omnichannel Revolution
Adding self-service on the web, a customer service email address to your Contact Us page and a chat option meant you were cutting edge. Years ago, it made sense that those channels were distinct, and customers expected that. Basically, they were just
happy to have a non-IVR option.
But times have changed, and it’s not enough to just have those channels available. Customers now expect that every communication channel is linked, and just one bad experience can cost you a customer
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