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A Quick Guide to Omni-Channel Customer Service

Customers now expect to be able to receive customer service via the channel of their choice and be able to seamlessly transition between channels for one single enquiry.

Today’s customer journey might start on one channel such as web chat and go through several others channels such as voice and email, before being resolved. Whilst many businesses offer different customer channels for customer service, the level of service provided across these channels is inconsistent as many of these channels exist in silos. This gap between customer demands vs. business capability is key
in understanding the difference and transition between multi-channel and Omni-channel customer service.

This white paper will explore the difference between Multi-channel and Omni-channel customer service and highlight how the growth in customer demand is driving the adoption of Omni-channel customer service.
• Differentiating Omni-channel and Multi-Channel environments
• The growing need for an Omni-Channel contact centre approach
• The benefi ts of implementing an Omni-Channel strategy
• 3 key things to remember when deploying an Omni-channel contact centre solution

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