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Chat has to be part of your omni-channelsupport strategy. Don’t get us wrong, at Customer X Solutions we believe that Chat can be an effective support and delivery mechanism as your customers navigate your systems, processes, and digital tools. Or does it?
The biggest problems that the group is facing are: Limitations of existing systems Increasing customer expectations Personalization is difficult/lack of real time data Too much time spent on documentation No predictive tools In the middle of the pack, fewer people were facing these issues: IT can’t stay current No omni-channelsupport No proactive (..)
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