ShepHyken

JULY 8, 2022

Omni-channel support is critical moving forward. Multichannel support may not be sufficient today. Connecting through these channels is important for a smoother user experience. Omnichannel support is provided here. . Sharavanan is the content marketing lead at Exotel.

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Omni-channel support Customer Service Multichannel Interactive Voice Response 168

CSM Magazine

JULY 24, 2015

This multi-channel customer support model is now the standard rather than the exception. Multichannel Support – Complex for Companies, Confusing for Customers. Multichannel support sounds good – instead of contacting a company on a business hours-only support line, customers have more choices.

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Omni-channel support Multichannel Self service Virtual Agent 79

Kayako

JANUARY 5, 2017

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”. Most consumers expect ready access to support or help.

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Omni-channel support Customer Service Customer Experience Multi-channel support 38