Outsource Consultants' Blog

Close Customer Service Gaps with Social Media

Do companies really understand their customers?

If they did, surveying customers wouldn’t be such a big business. There is often a serious gap between the quality of customer service companies think they are providing and the quality of service customers say they are providing. InContact recently posted an article on how social media can help close the customer expectations gap. A summary of that article is below:

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Multichannel Vs. Omni-channel

Freedom of choice is important. Applied to customer service, this means allowing your customers to talk to you when and how they want, on the channel of their choice. You might think that "multichannel" customer service achieves just that. ICMI recently wrote an article describing what omni-channel has that multichannel does not. A summary of that article is below:

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