In today’s digital world, customers expect a seamless brand experience that’s consistent across all touch points. Customers choose to communicate with brands on a number of devices and via a mix of channels, expecting their questions and issues to be resolved quickly.
Many brands are now successfully interacting with customers on multiple channels including phone, email, social media, text and chat, however the challenge is making sure that every channel is connected. According to an omnichannel customer service survey, only 7% of customers believe brands have achieved an omnichannel experience, with 87% believing there is more work to be done.
This white paper looks at how to create a seamless omnichannel customer experience.
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