Whether we admit it or not, today’s customer experience is all about omni-channel. People are reaching out to companies on the phone, via text message, through emails and webforms—you name it, someone’s using it. When customers reach out to customer service, they most often use three or more channels, and most businesses offer multiple service channels to answer customer questions.
But an omni-channel experience isn’t just about having multiple channels: it’s about making sure those channels all work together. The idea behind omni-channel is that it all the service channels are connected...read more
By Elias Parker
from UX Magazine http://ift.tt/1LIynUI
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