Most mornings, I get up before the sun, yet I’m not convinced I’m a “morning person.” I bake time into the early morning hours to enjoy a strong cup of coffee, watch the local news and catch up on my Words with Friends games. I’m an avid player and usually have multiple games waiting for me when I wake up.
Last week, I was in the middle of a game with a friend. After a triple letter, triple word, high-scoring move, I sent her a message in the app to congratulate her on the score-crushing play. After I sent the message, it occurred to me how “omni-channel” we were. Within a 72-hour period, the same friend and I had communicated via voice, email, SMS, instant message, Facebook Messenger and Words with Friends chat.
Our conversation was seamless and flowed naturally from one channel to another. These kind of conversations should be the goal for any customer service organization. When I think of my recent customer service experiences, seamless interactions would be a welcome change.
Multi-channel customer service checks the box for offering options that go beyond voice; however data and information is generally siloed, meaning if I move from self-service to live service, I’m forced to repeat information I’ve already entered and explain what I’m trying to accomplish. An omni-channel experience would allow me to seamlessly continue receiving assistance when I cross channels, including providing context to live agents.
Check out this interactive demo to see a true omni-channel experience.
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Latest posts by Maddy Hubbard (see all)
- Webcast – Modern IVR: Build a Solid Foundation for the Customer Journey - March 10, 2017
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- SMS: Engaging Patients and Empowering Caregivers - January 31, 2017