I’m not a huge fan of the term ‘Omni-channel,’ but the core concepts in the post below is valid – the burden of figuring out the mode of interaction shouldn’t fall on customers. Companies must craft a user experience that provides for the highest quality interactions, at every touchpoint:
But an omni-channel experience isn’t just about having multiple channels: it’s about making sure those channels all work together. The idea behind omni-channel is that it all the service channels are connected, integrated, and consistent. When customers call your company, they don’t view your support channels separately; to them, everything is managed as a whole, not a bunch of different departments. And they’re not wrong to view the customer experience this way—91% of customers want to pick up where they left off when they switch between channels.