The Secret to Seamless Service : Connected Channels

The key to great service? Connected experiences. Customers expect a seamless, effortless experience when they contact support. Today, that interaction lives on a variety of channels. In response, businesses have added (and continue to add) a host of new digital service channels to keep up with customer demands and to stay ahead of competitors.

But they often make a critical mistake: They consider each channel independently, rather than as part of a connected approach. We can all probably relate to this scenario: You reach out to a company for a service request that seems small, and then end up getting bounced around various service channels — voice, chat, SMS, etc. — all while having to repeat the same information over and over.