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For customers, there is frequently no continuity between interactions – too often, the service record and information created in one channel are invisible to agents and customers using another channel. Omni-ChannelSupport – An Integrated Approach for Better Results.
Omni-channels. Supportchannels enable businesses to provide customers with information, solve problems, and respond to complaints. The Kantar Retail Global study reports that by 2020, omnichannels will decouple separate physical and virtual platforms into a combined, seamless shopping experience 11.
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