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The Future Customer Experience Will Go Virtual

Win the Customer

At the end of 2014, Forrester reflected on current and rising trends in customer service including omni-channel support. The ability for customers to file a help desk ticket, call in or go to customer chat and still have a seamless experience became paramount during 2015.

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Customer Service Trends 2017: An Effortless Customer Experience is Vital for Loyalty

Kayako

According to Forrester Research , “only 36% of contact centers have implemented multichannel integration to provide consistent experiences; 70% do not train agents to support multiple channels, and 56% do not offer an agent-facing knowledge management solution”. Customers expect support to be available 24/7.