In today’s digital age, customers are contacting businesses from a variety of different touch points—phone, email, text, chat, Facebook, Twitter—and they expect to be delighted with exceptional service on each. In fact by 2020, the demand for omnichannel customer experience will be amplified by the need for nearly perfect execution. And for businesses, it has its benefits—those companies with extremely strong omnichannel customer engagement retain on average 89% of their customers, compared to only 33% for those with weak omnichannel engagement. Yet still, only 11% of consumers strongly agree that companies are effectively converging digital, mobile, social, and traditional channels.
What is going wrong?
How can businesses and contact centers overcome these challenges? Register for 3CLogic and PIPL’s FREE on-demand webinar, “Overcoming the Challenges of Multichannel Customer Care”, available July 14th, to learn more!
Rachel Brink is the Marketing Manager at 3CLogic with over four years of experience in sales and customer service. In her role, she routinely shares best practices regarding how to streamline business communications and enhance the customer experience through innovative technologies and processes.