Hodusoft

FEBRUARY 29, 2024

The MSP market has become extremely competitive and customer service matters a lot in providing a competitive edge. Limited Multichannel Support Multichannel, if not omnichannel support, is extremely important in today’s time. That’s one of their most potent tools to deliver exceptional customer service.

Call Center 52

Call Center Abandon rate call center software Omni-channel support 52

ShepHyken

JULY 8, 2022

According to Marketing Dive, 71% of consumers are concerned about how brands handle personal data. 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.

Omni-channel support 168

Omni-channel support Customer Service Multichannel Interactive Voice Response 168

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.

Omni-channel support 38

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