Multichannel Customer Support

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Personalise your interactions: The customer context tools you need Article

Personalise your interactions: The customer context tools you need

Customer context is crucial when offering personalized support, but it’s generally lost in the online experience.

Omnichannel vs. the other way Article

Omnichannel vs. the other way

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

Start your omnichannel journey the right way Article

Start your omnichannel journey the right way

Understanding the value of the omnichannel experience is one thing, but successfully implementing it?

New Zendesk research: how to go omnichannel Article

New Zendesk research: how to go omnichannel

Omnichannel has rapidly become the standard for meeting customer expectations in support.

New Zendesk research: omnichannel and better support Article

New Zendesk research: omnichannel and better support

Customers expect a seamless experience across channels, allowing them to communicate in the ways that are most comfortable and convenient for them.

Providing support on multiple channels in multiple languages Article

Providing support on multiple channels in multiple languages

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.

What is omnichannel customer service? Article

What is omnichannel customer service?

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,

24/7 Support without 24/7 staff Article

24/7 Support without 24/7 staff

Providing support around the clock can be very difficult.