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At the end of 2014, Forrester reflected on current and rising trends in customer service including omni-channelsupport. The ability for customers to file a help desk ticket, call in or go to customer chat and still have a seamless experience became paramount during 2015. VirtualCallCenters.
Provide Omni-ChannelSupport. For example, someone enjoys calling up customer support to solve their issues, while a more introverted person may prefer reaching out via social media platform such as WhatsApp or live chat. That’s where omnichannel support comes in handy.
When callers can reach the customer care representatives via their preferred channel, it leads to a cohesive and seamless customer experience. Implementing remote work culture helps organizations in leveraging the benefits of a global talent pool and maintain flexibility.
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