Multichannel Customer Service Is Falling Short (Report)

While multichannel can improve customer experiences overall, there are some persistent gaps when it comes to customer service.

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Personalization and creating seamless multichannel experiences are two of the driving forces in social media and marketing this year. These efforts can improve revenue, but they also provide a more coherent customer-service experience. A report from The Northridge Group, a provider of customer experience solutions, examines gaps in service that still persist.

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