Customers today want an immediate response within their channel of choice —phone, email, chat, online forum or social media. In fact, 93% of individuals will spend more with companies that offer their preferred channel for accessing customer service.
Customer experience (CX) and organizational success are now synonymous. 73% of business leaders report a direct link between their customer service and business performance, and 61% of consumers say they will defect to a competitor after just one bad experience.
Not surprisingly, the agents who personify and shape CX must simultaneously solve problems for numerous customers across many different channels. Too often they are working in legacy systems that lack multi-channel integration, which slows response times and hinders their ability to meet customer expectations.
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