CSM Magazine

JULY 24, 2015

In the not-too-distant past, most customer support was conducted by telephone. Then, over the years, technology changed the way we communicate and companies added more customer support channels. As social media and website capabilities evolved, channels were expanded further.

Omni-channel support 79

Omni-channel support Multichannel Self service Virtual Agent 79

Kayako

JANUARY 5, 2017

According to Forrester Research , “only 36% of contact centers have implemented multichannel integration to provide consistent experiences; 70% do not train agents to support multiple channels, and 56% do not offer an agent-facing knowledge management solution”. Most consumers expect ready access to support or help.

Omni-channel support 38

Omni-channel support Customer Experience Customer Service Multi-channel support 38

ShepHyken

JULY 8, 2022

Watson claims that IBM customer service AI robots answer customer questions with 95% accuracy. Of course, many companies use bots to automate customer support. . Smart IVR allows you to serve customers directly without going through an agent for support calls. Omnichannel support is provided here. .

Omni-channel support 174

Omni-channel support Customer Service Multichannel Interactive Voice Response 174

TMP Direct

NOVEMBER 6, 2024

Whether through phone, email, chat, or social media, customers demand consistent, high-quality support. This is where omni-channel support becomes essential. This means that regardless of how or where a customer engages with a brand, they receive the same level of service and access to information.

Omni-channel support 52

Omni-channel support Business Process Outsourcing outsourcing Multichannel 52