In this “omnichannel” age, it's all about focusing on the consumer’s experience as they journey across all shopping channels; such as email, phone, chat or instore. This includes customer service.
Globally, 67 per cent of consumers admit to using different platforms before deciding on a purchase, with 64 per cent expecting real time assistance regardless of which channel, according to Zendesk research. A shocking 78 per cent state that a company’s reputation for customer service is important to them....