Expectations of customers are constantly evolving as new and innovative channel solutions are becoming available in the market. Through traditional support channels like phone or a new channel such as social media, customers expect a consistent, quality experience. This is expected to become even more important in the coming years. As per a Walker study, customer service was posed to supplant price and product as a key brand differentiator by the end of 2020.
Trying to meet these expectations of customers is possible through delivering superior experience across all channels by employing industry-specific knowledge and expertise.
Please read the originial post here: https://www.martechcube.com/top-3-ways-to-optimize-omnichannel-for-enhancing-your-customer-experience/