In today’s digital-first marketplace, it goes without saying that companies should be investing in a large and ever-evolving range of communication channels. There’s a good reason for this: as customers become more digitally-minded, they’re showing up on a range of apps and platforms, from social media to SMS, looking for support – and they’re expecting their brands to be here too.
The demand to engage with brands through a variety of different digital channels is growing as rapidly as customer expectations – and any organization that fails to respond will not only miss out on new customers, but potentially lose existing customers as well. According to Salesforce, 76% of consumers think companies should understand their expectations and needs, saying that it’s easier than ever to take their business elsewhere to find an experience that matches up.
Offering multiple communication channels is the first step to excellent customer service, but it’s only half the journey. The real question is how you manage your diverse set of channels, whether that be live chat, email, SMS or social media. The answer is omnichannel customer engagement.
Delivering excellent customer experience (CX) isn’t just about the support received on individual channels or touchpoints; It’s about the support received across every channel, throughout the customer journey. (A robust omnichannel support platform creates a seamless foundation for your customer’s journey. To learn more, read our guide, Mastering Omnichannel CX.)
This eBook will address some of the most common customer service complaints that brands struggle with, and how omnichannel customer engagement can help to resolve them. With an intelligent omnichannel platform, you can improve your CX journey and exceed customer service expectations every time.