For today’s customers, a fragmented customer service experience is bad news. Consumers expect brands to meet them where they are – and to be able to pick up a customer service interaction without retreading old ground. This is where brands that have invested in omnichannel support are taking the lead. Here’s what to know.
Great customer service has never been more important. With customer service being a key part of the overall customer experience, it’s vital that brands rise to meet customer expectations every step along the way. Increasingly, this means being proactive and anticipating the points where customers will need help or guidance. Web chats are a popular