Omnichannel Customer Experience = Omnipresent + Omniscient Agents
JUNE 18, 2019
Digital is the new norm, and it’s disrupting the way customers communicate with brands. With the proliferation of newer digital devices and channels, customers prefer to reach brands through digital channels rather than voice channels. But companies deploying and promoting digital customer service channels, like chat or SMS, are not seeing the results with NPS, containment, and agent efficiency. Building omnichannel experience is not easy.