Have you ever reached out to customer service on one channel, gotten frustrated because things are going nowhere, and switched to another channel? Then, are you increasingly exasperated when you find out you have to start your conversation over?
Yeah, so are we.
Luckily, this type of customer experience can be avoided by companies that take an omnichannel approach. Despite its association with marketing and retail, omnichannel can be applied to customer service as well. Omnichannel service means bringing various channels together in a more integrated and consistent way, drawing on past interactions and customer data to create a seamless service experience. In fact, over 90% of customers expect this kind of experience from companies.