Customers today want to use a breadth of communication channels for customer service, and while their preferences are quickly changing, they expect to receive seamless and consistent online experience across all the channels available to them. Strong online presence across multiple channels is no longer an option, it’s an essential part of matching up evolving customers’ needs and behaviors. In this article we would like to take a look at the reasons behind the demand for omnichannel customer service, consider its most challenging aspects and share ideas and thoughts on how these challenges can be tackled using Live Chat software features.
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