Consumer expectations have shifted. Are you meeting their needs?
They now expect a personalised experience and one joined-up conversation from online to offline, in-store or by telephone. Meeting the needs of this mobile-global-now consumer is a new challenge for businesses who rely on legacy networks and traditional channels for customer service. It’s not enough to implement new channels such as text or chat bots to engage with customers. All new channels need to be integrated with the larger customer service ecosystem where every question and query, about any transaction, via every channel should be trackable and referenceable for every customer service agent. Are you meeting the needs of the mobile-global-now customer?
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