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An omnichannel approach is unparalleled in terms of operational metrics and meeting customer expectations.
Omnichannel may feel like a trend or the tech topic of the day, but make no mistake: it is a must-have for any scaling support operation.
Customer context is crucial when offering personalized support, but it’s generally lost in the online experience.
Your door is always open, regardless of your business or support hours.
There's no "one size fits all" when it comes to omnichannel success.
Offering support across multiple channels is becoming more popular than ever as companies seek new ways to improve customer 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,
Zendesk 's newest customer service solution —The Suite.
Zola is reinventing the wedding planning and registry experience.
One of the easiest ways to distinguish a good support organization from a great one is this: good ones are capable of meeting the everyday challenges as they occur, but great customer service
Providing support around the clock can be very difficult.
Omnichannel is a hot buzzword in the customer support world, but what does it actually mean, and can your company benefit from it?
For much of the world, the holiday season starts in the fall and ends with a few New Year’s resolutions in early January.
No one likes the experience of reaching out to a faceless company; they’d rather feel like they’re reaching out to another human—or better yet, a friend.