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Why an omnichannel approach is better for you and your customers
Great customer service used to be about face-to-face interactions and relationship building. Now, it’s a balancing act between online and in-person interactions, multiple communication channels (also known as omnichannel) and digital service delivery. Customers expect the same service, even as they transition between communications channels. On top of that, customers are less loyal than they once were, meaning that every interaction is crucial.
