Multi-channel support Omni-channel support Personalization Surveys 
TeamSupport
APRIL 15, 2021
Surveys show that 86 percent of customers are willing to pay more for a better customer experience. For instance, Nordstrom uses chatbots to provide personalized shopping recommendations, while Zurich uses chatbots to help clients file insurance claims. Omni-channel support is distinctly different from multi-channel support.
Kayako
JANUARY 5, 2017
Forrester’s latest consumer survey about channel usage for customer service , reported that the use of the help/FAQ pages on a company website for customer service increased from 67% in 2012 to 76% in 2014. Most consumers expect ready access to support or help. Multi-channel support can silo important customer history.
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