It’s not difficult to imagine why customers and businesses would be interested in having seamless conversations across channels, but it’s perhaps less obvious why they would proactively move a conversation from, say, Facebook Messenger to their own mobile app, or from their website to WhatsApp. Here are a few scenarios where changing channels might come in handy: 01 When businesses want to authenticate customers to perform sensitive operations Consumer chat apps like Facebook Messenger and WhatsApp are great because they’re so accessible, but sometimes brands need to have private conversations with their customers. Let’s say you’re a bank or insurance...

5 signs it’s time to consider an omnichannel solution If any of these scenarios sound familiar, it may be time to consider a more robust solution for your customer service. 01 Your customer experience is inconsistent across channels A customer who reaches out on social media should get the same great service as a customer who sends you an email. Being accessible builds trust and increases customer loyalty. Omnichannel allows you to provide a consistent, seamless experience on any channel, not just the channels that get the most volume. 02 Agents are switching between solutions Managing multiple systems is one of...

Learn how omnichannel differs from multichannel and what a good omnichannel experience looks like. High performing teams are more than twice as likely as underperforming teams to be taking an omnichannel customer service approach, according to Zendesk’s Customer Experience Trends Report, 2020. Yet Zendesk findings also revealed that only 35 % of Benchmark companies have an omnichannel strategy in place. This gap represents a sweet spot where businesses can rise above their competition and differentiate on the basis of customer experience. Success starts with understanding how omnichannel differs from multichannel—and why that matters. It also requires a business to determine...