The Customer Is Always on the Right Channel
The key to providing a great customer experience is making it consistent, timely and relevant. The challenge is doing it across multiple channels in a way that meets the goals of your customers and your business. That leaves many companies in a predicament. If the customer is always on the right channel, does that mean your contact center needs to support all channels? And if so, does it become exponentially more difficult to deploy, integrate, train, manage, supervise and report — with each additional channel? From the customers’ perspective, you need to make each interaction easy, fast and relevant while keeping it consistent, personal and making sure it feels like a single journey. Let’s break this down into five steps.
Map
Imagine
Match
Compare
Plan
As you move through each of these steps, you’ll find that if the customer is always on the right channel, you’re there to join in the conversation. Full article: https://www.genesys.com/blog/post/the-customer-is-always-on-the-right-channel
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