Best Practices for Digital Omnichannel Customer Service

The customer journey is taking place across a string of digital platforms that customers are accessing instantly from home and on the go. Communication channels like live chat, social media messaging, and SMS allow customers to reach out to you whenever and wherever they want – and the brands that are there for them will come out on top.

It’s likely that you already have a few different digital customer service channels in action – but implementing new touchpoints is only half the battle. To really maximize each channel’s ROI, you need to know how to use each of them effectively. That means playing to the strengths of each channel and adopting the best communication practices and strategies for each one, empowering your team with the right tools to successfully incorporate them into your customer service routine.

This eBook will help you deliver customer service that is optimized for today’s top digital channels including:

• Live Chat
• Email
• Social Media
• SMS
• And importantly, how you can bring these channels together into one unified platform.

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