It’s a blessing and a curse – the growing number of ways in which a customer can interact with a brand. While giving customers more options in how they want to contact a brand, it can also create a disjointed customer journey if the channels are not united into one omni-channel presence.
In this report, TouchCommerce and ContactBabel dive deep into the world of omni-channel customer engagement, providing a detailed and definitive view of the reality of implementing and using customer experience technologies. What are these different channels, which ones more readily lend themselves to omni-channel, and what does the future hold for customer engagement?
Key Objectives found in this report:
Without a single platform or customer interaction hub, the complexity of handling multiple channels increases greatly each time a new channel, device or medium is added to the customer service mix. The only constant is that - regardless of the method they choose to communicate with the business - customers want accurate, timely information delivered in a form with which they are happy. (p.88)