The ROI Case for Omnichannel Support

As companies increasingly look to provide a better experience for customers, offering support across multiple channels is becoming more popular than ever. According to the Aberdeen Group, companies doubled the number of channels they use to interact with customers between 2012 and 2017.

But there’s a difference between providing support on a few channels and delivering a truly integrated omnichannel solution. Using the Zendesk Benchmark, our crowd-sourced index of customer service interactions from 45,000 participating organizations across 140 countries, we examined why companies are going omnichannel and what sets the companies using Zendesk for omnichannel support apart from everyone else.

Looking at our benchmark sample, we defined integrated omnichannel support as simultaneously leveraging Zendesk for support across email, web form, chat, phone, and self-service. We found this approach is not only in line with changing customer expectations, it also means a tangible ROI in terms of improved efficiency and an all-around better support experience for customers.

Our findings should be a wake-up call for companies: Go omnichannel or risk getting left behind.

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