In view of the rising customers ' demands, it might be time to update the plan in order to continue providing quality customer service. Businesses which use siloed multi-channel support–or worse, single-channel support–are missing a valuable opportunity to provide customers with a better overall experience.
Since omnichannel support makes it easy to serve consumers on any platform they choose. This is real, even though a customer talks to an agent live with a chatbot one day.
In fact, the agents are more able to deal with everything–making omnichannel support a perfect strategy for your team as well as your customers.
The first step to develop a support plan for the omnichannel is to determine if the staff should concentrate on one or more channels. Then, split the team into either tiers or subject-matters of expertise.
infographic by: www.goboomtown.com