Due to the Covid pandemic, many businesses closed their shops and transferred themselves completely online. Many of them are still adapting to the digital customer service model trying to satisfy customers’ expectations virtually.
Consumers tend to demand a personalized approach while interacting with different brands on various digital sources. And no matter what media they use they want to be treated smoothly and holistically. And it’s the moment when omnichannel steps forward.
Omnichannel means seamless customer interactions via any channel preferred by the consumer: Facebook, Twitter, WhatsApp, chatbot, SMS, email, phone, or IoT. And if you still don’t focus your efforts towards omnichannel – now it’s the best time to do it.
Solely offering a service isn’t enough anymore. Customers demand new types of conversations and it’s not about the live chat only. They want to connect with you via their preferred communication channel and immediately.
With such a tendency we’ll observe more and more businesses transfer their customer service approach to omnichannel in 2021 and further on.