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Today’s customers expect a seamless and consistent experience across the growing number of channels they are using to interact with organizations. In today’s episode of The CRM Minute, hear from Greg, our Customer Service Superstar, about some of the trends we are seeing in the industry!
As Greg mentioned, the primary service channels we are seeing used within the industry are the most traditional ones: phone, email, and chat. However, alternative channels like self-service, SMS, IoT, and social media have started to outpace the growth trajectories of these traditional channels.
The global average for 2016 shows that more than half of all customer interactions now begin online and more than a quarter begin on mobile devices. Not only should organizations be broadening their channel offerings, but they must also ensure they are providing true omni-channel service.
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