Minimize the Need for Customer Service to Improve the Omnichannel UX

Minimize the Need for Customer Service to Improve the Omnichannel UX
Minimize the Need for Customer Service to Improve the Omnichannel UX

Over the last few decades, organizations have evolved tremendously in how they deliver products and services to customers. Not long ago, there were only a handful of ways to interact with an organization: visit its brick-and-mortar location (in fact, we used to simply call this a “location, ” without the need for a modifier), call it, or, once the web emerged, visit its website. One-on-one interactions between service representatives and customers were a large part of the relationship. However, as technologies advanced, many of our interactions with businesses moved online. We can now do just about anything on the web — from opening a checking account to buying our weekly...






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