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7 Key Indicators Your MSP Call Center Needs a Revolutionary Shift

Hodusoft

Limited Multichannel Support Multichannel, if not omnichannel support, is extremely important in today’s time. Customers today communicate through various channels, such as phone, email, chat, and social media.

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Guest Post: 6 Customer Service Trends That You’ll Want to Adopt in 2022

ShepHyken

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. .

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Omni-Channel: A New Support Model for Next-Generation Customers

CSM Magazine

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