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How to succeed with omni-channel customer service

How to succeed with omni-channel customer service

Pegasystems
Published by: Research Desk Released: Oct 14, 2021

Delivering exceptional service across every interaction 

For more than a decade, nearly every enterprise has been striving to achieve omni-channel service: to deliver engaging customer service that meets customers on any (and every) channel. And you’ve probably made significant strides in your efforts. Maybe you’ve implemented a chatbot to welcome customers on your website or developed a mobile app, or maybe you built a new self-service portal for customers to easily get the answers they seek.

But achieving that true omni-channel experience is easier said than done. It can be tough to evolve quickly enough when new channels are constantly emerging and customer expectations are constantly shifting.