No one wants to repeat themselves when they contact customer service seeking help.
Yet, too many customer support systems still run on a non-collaborative, single-channel or siloed multi-channel platform.
A customer can call and speak to one person on Monday, send a follow-up email on Wednesday, and hop on live chat on Friday just to explain their whole situation a separate three times to fill the new agent in.
With the intrinsic value of true omnichannel support, to both company and customer, it’s time for modern support teams to adapt in order to meet expectations and provide the best support possible.
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