PhaseWare, Inc. White Paper

It's a Mad, Mad, Mad Multichannel World! Best Practices for Multichannel Support

Multichannel service, the availability of several communications channels for customer interaction, is fast becoming a de facto standard in customer care. With poor service costing the U.S. economy $83 Billion annually, the successful business finds ways to improve.1 Customers see a company as a whole, no matter which department they deal with. If each area is not integrated with the rest, the customer becomes frustrated and leaves. Organizations that recognize this are increasing spending for email, chat, and web self-service. When implemented correctly, the customer will be able to choose the channel he prefers and enjoy personalized, seamless transitions from channel to channel. The result is increased customer satisfaction and retention with lower support, marketing, and sales costs.

Tags: Customer Service, Help Desk, Customer Support, PhaseWare

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