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Omni-channelsupport AI ensures seamless transitions across multiple channels (email, chat, social media, etc.), Thats not all; chatbots can also be integrated with existing CRM systems, enabling them to access customer history and tailor responses to individual needs. keeping context intact.
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. businesses’ existing CRM systems can’t track customers’ social media interaction.”
Key Components of Unified CXM Unified CXM comprises several essential components: Holistic Customer View : Integrates data from marketing campaigns, sales, customer service interactions, social media, CRM systems, and feedback tools. Key components include data integration, omni-channelsupport, and real-time analytics.
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