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

CSM Magazine

Today, customers receive support using a variety of channels, including phone, email, social media, video, self-service portals and chat forums. This multi-channel customer support model is now the standard rather than the exception. Multichannel Support – Complex for Companies, Confusing for Customers.

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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.