Zendesk: The Omnichannel Customer Experience MythSabrina Dermody, CX Technology Solutions Consultant at Zendesk
Customers have moved on to a new age, and it’s time for businesses to move with them. We’ve been hearing “omnichannel” for years but too often the solution to providing an Omnichannel experience has become about adding more channels. Newsflash…. That is not how you provide an omnichannel customer experience. Your customer must be in the center of your channels. This means, you have to connect and understand all of your customer data, then build a seamless experience for your customers, agents, and admins, where conversations flow seamlessly across channels.
Your key takeaways from this session include:
- Customers want their conversations to connect seamlessly like their personal ones: move from chat, to a call, to email without losing any context or flow in the discussion
- To meet customer expectations, to you need to be able to connect customer data, understand it and build experiences with it for modern customers relationships - all in one platform