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How these channels are organized and how well connected they are plays a significant role in the customer’s journey and providing a consistent support experience. Multi-channelsupport can silo important customer history. It also means making all your supportchannels mobile accessible.
According to customer service expert Shep Hyken, a majority of businesses believe that improving the total customer experience is a top priority and will overtake price and product quality as a key differentiator by 2020. Omni-channels. link] Accessed 6 April 2020. link] Accessed 6 April 2020. Buell, Ryan W.
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