There’s been a lot of talk about the significance of omnichannel customer service. While it’s important to serve your customers in any way possible, the reality is that your company does not necessarily need to use every channel available. You only need to utilize the channels that your customers use, however, this can be a challenge by itself. The ICMI article “Avoiding the Omnichannel Hype” by Baker Johnson gives three tips for delivering outstanding omnichannel service. These tips are:
- Do Your Research. Analyze your customers.
- Roll Out New Channels One at a Time.
- Implement the Right Tools and Technologies to Make Customer Service and Support on Multiple Channels Both Simple and Manageable.
In addition to these tips, Johnson also discusses the potential pitfalls of omnichannel service. To read the full article, please click the link below:
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