In a constantly connected and mobile society, providing an omnichannel customer service has become indispensable for brands looking to connect with busy customers
A phone conversation is no longer the only means for customer interaction; customers today communicate via SMS, email, social media platforms, live chat and more. Nearly 50% of customers find themselves crossing back and forth between digital and physical interactions, even in a single conversation. The omnichannel trend reflects consumers desire for greater choice and personalisation: they can select the mode of communication which best suits them, use their own devices and access information at any time of day.
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