What You Need to Know About Omnichannel
NOVEMBER 12, 2019
Today’s customers expect omnichannel. How is omnichannel customer service different from (or: better than?) In addition, you lose reporting continuity – rather than having a single interaction record for the issue handled across two channels, you have two separate records that are not “connected” as part of the same actual interaction. With Omnichannel Customer Service, the two interactions – chat and phone call – are part of one customer session.