Creating omnichannel experiences has been a key trend in 2019 and it will continue to be one in 2020 as well. A UC Today study showed that 9 out of 10 consumers want an omnichannel experience with seamless service between communication methods.
While many companies have deployed omnichannel strategies, they have not unified communications across channels into one continuous conversation with consistent service experiences.
Companies need to step up their game.
“ While omnichannel is spoken of extensively, there still aren’t platforms that truly are omnichannel. Customers have varied channels like social media, email, chat, phone to connect through but threading it all together is still a tedious task unless unless they have the right partner.”Devika Razdan, Grofers