With many new communications channels such as phone, email, social, web chat, becoming increasingly important to customers, it is the time where companies should start supporting multi-channel approach to their customer service to connect with customers on the channels they prefer to use.Not necessarily we have to support all channels, but it required to have multiple channels. For companies, this would offer the benefit of being able to provide service to individual customers far more efficiently, as well as the data and insight to improve the targeting of marketing communications. Most important of all, since the customer can be provided with a higher level of service, it can lead to an increase in customer satisfaction and higher retention rates. When prices and products are often very similar between competitors, then customer experience is one way to differentiate your brand from its rivals.
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