Building a Profitable Omni-Channel Customer Service Experience

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Building a Profitable Omni-Channel Customer Service Experience

Customers demand an omni-channel customer service experience. They are no longer willing to settle for just one single channel. A service experience spanning phone, email, chat, Web, mobile, social media, in-store kiosks, IVR, SMS or in-store visits has become the expected norm.

This whitepaper discusses the nature of a true omni-channel service experience to explore:

• The business drivers behind the omni-channel service experience
• The components of a true omni-channel service experience
• How a complete omni-channel service experience positively impacts ROI
• How KANA omni-channel solutions have improved customer loyalty and business efficiency