Businesses in an Omnichannel World: All for One and One for All
Today's consumers are on the go, very connected and don't have any patience for delayed response. They don't want to be queued and have to wait for a response (online, in-store or on the phone). They want the answer to their questions right now, right on the device they're using and right in their current physical space. Instant gratification rules, and because of that, consumers have no tolerance for repeating their information, name, phone number, account number, email, etc., when they're handed from one representative to another (independent on how the handoff is done — phone agent to live chat; live chat to phone agent; store clerk to online assistance; etc.). Real-time customer service — and real-time marketing — is a true differentiator in delivering better customer experiences, be it in the sale or a support situation.