By Neil Leyland, Vice President of Workforce Modernization / Chief Contact Center Strategist, InterVision
Customers expect more from brands than they have in the past. One expectation in particular has emerged as a front-runner in the digital age: the provision of uninterrupted, personalized experiences, no matter the touchpoint. If a customer reaches out via email and then switches ver to live chat, they expect a consistent, continuous experience across both channels.
The key to meeting this expectation is omnichannel support that unifies disparate touchpoints and provides a seamless experience no matter the channel. In fact, 70% of customers are willing to purchase more from businesses that offer “convenient support across multiple channels.” Providing consistent communication across channels not only leads to an improved customer experience (CX) — it also boosts trust and loyalty with the organization at large.
