Today’s customers are spoilt for choice. They can reach out to your chatbot for simple enquiries, reply to your SMS messages, and/or converse with you via chat apps.
64% of consumers used at least one new customer service channel in 2020 (Zendesk)
76% of customers want consistently great service from different departments and channels (Salesforce)
This indicates a desire for more frequent engagement with brands – but not at the expense of consistency. Which means, businesses need to find a way to ensure high-quality interactions and consistent information across all customer support channels.
To succeed in the new normal, businesses need a unified, multi-channel management platform that can:
Provide customers with support through their preferred channel
Simplify the processes for customers and support agents to send and receive messages
Quickly collect and analyze customer feedback and provide actionable insights
Supply information on customers’ past interactions for improved context and service
