A quick guide to omni-channel customer service – an IFS publication
Today’s customer journey might start on one channel, such as webchat and go through several other channels, such as voice and email, before being resolved. Whilst many businesses offer different customer channels for customer service, the level of service provided across these channels is inconsistent as many of these channels exist in silos. This gap between customer demands vs. business capability is key in understanding the difference and transition between multi-channel and Omni-channel customer service.
This white paper will explore the difference between Multi-channel and Omni-channel customer service and highlight how the growth in customer demand is driving the adoption of Omni-channel customer service.
File Info: Whitepaper, pdf 3.3 MB