Creating a Smart Customer Care Strategy in a Multichannel World

creating-a-smart-customer-care-strategy-in-a-multichannel-world-thumbAs technology and consumer preferences continue to evolve, the importance of maintaining a smart customer service strategy has largely remained the same. Case in point, companies listed on the S&P 500 grew approximately 55% over the previous seven years compared to 77% for those companies focused on the customer experience. Those who lagged had a negative yield of 2.5% over the same period. But as new and existing channels continue to expand and alter the communication landscape, the challenge of maintaining a smart customer care strategy in today’s multichannel world implies a need to evolve traditional business processes as well.      

In this brief, you’ll learn:

  • How to create a unified communication strategy across multiple channels
  • The importance of integrating disparate departments and SaaS solutions
  • The detriment of poor training, and ways to streamline the user experience

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