Multichannel Customer Support
Customer context is crucial when offering personalized support, but it’s generally lost in the online experience.
If you’ve followed Marisa’s journey with Frozen Outdoor, as well as how—and why—the company implemented omnichannel customer service, then you might be wondering: what’s it like for agents on the
Understanding the value of the omnichannel experience is one thing, but successfully implementing it?
Omnichannel has rapidly become the standard for meeting customer expectations in support.
Customers expect a seamless experience across channels, allowing them to communicate in the ways that are most comfortable and convenient for them.
Just the other day, as I was scrolling through my never-ending reading list, I stumbled upon an article on customer experience which made me raise my eyebrows.
It’s lunchtime on a Thursday, and Marisa—a busy professional who unwinds by backpacking and rock climbing—realizes that she’s missing a key piece of gear for her annual winter trip to Joshua Tree,