Customers today demand value-added, personalized customer service in real-time, using voice, text-based media types like email and chat, and social media. They also expect to be able to start an interaction using one channel, and complete it on another without having to restart the conversation. They are quick to voice their disappointment of poor customer experiences which are amplified by social media and can lead to brand erosion and customer defection.
Delivering exceptional multichannel customer service takes a coordinated effort across four dimensions — strategy, process, technology and people management.
Read this Executive Brief to learn how you can turn interactions across channels into ONE seamless conversation