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.
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.
Customers are reaching out to companies using every platform available to them, but one of the key factors behind their choice is ease of communication.
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