Channel-switching and escalation should not be inevitable; the best brands empower customers to solve problems on their own terms, in their preferred channels, without requisite support from a live agent.
Channel-switching and escalation may, however, be preferable to certain customers with certain issues. In those cases, the best brands empower customers to seamlessly move to the new touch point without having to repeat information or endure any other undue effort.
What does it take to simultaneously generate consistent CX quality within and across all channels? What does it take to make sure every touch point is a pathway to customer centricity? This report has the answers. Topics include:
- Common misconceptions about the idea of a “seamless” omnichannel experience
- The reality of customers’ preference for self-service
- Four reasons today’s digital experiences are frustrating customers
- Four ways to redesign customer journeys and deliver a consistently stellar experience in all channels, at all times