When considering the fact that over seventy-five percent of consumers want to use three or more channels when communicating with an organization, it quickly becomes clear that multichannel customer care is no longer simply a means of competitive differentiation for businesses—it is an absolute necessity. Playing a significant role in both customer satisfaction and retention, multichannel is paving the way for the future of customer service. But as channels and data continue to grow, organizations are facing challenges delivering on the expectations of their customers. In fact, only 11% of consumers strongly agree that companies are effectively converging digital, mobile, social, and traditional channels. How can businesses overcome the challenges of multichannel customer care? Check-out our recent infographic for tips and best practices!
Like what you've read? Check-out our recent webinar with people search engine, PIPL, for more information and best practices on mastering multichannel customer service within your contact center!