Bridging the omnichannel customer service gap

February 19, 2014 | Admin

Last updated on June 14th, 2016

Omnichannel Customer ServiceGuest Post from Zendesk

Omnichannel selling has transformed the world of business in a just short period of time. Consumers are no longer satisfied with a single outlet, they prefer to find products and services on their own time and through the channels they most often use.  Successful stores realized early on that bringing products to their customers was far more beneficial than waiting for customers to stumble upon them.

As retailers have expanded their reach by selling on multiple platforms, the transition to omnichannel customer service hasn’t been as readily adopted. Despite this, consumers’ expectation is to have a seamless experience across every platform, from purchase to support.

A recent survey reveals there’s quite a gap between consumer expectations and what shoppers experience in the real world.

In particular, consumers feel that companies are failing to provide a seamless, integrated, and consistent customer service experience across all channels, even as more and more shoppers use multiple devices and channels to make purchases and seek help. Our infographic explores that gap and what else global shoppers revealed in a recent survey of 7,000 consumers in seven countries.

Bridging the Omnichannel Customer Service gap:

Omnichannel customer service

With about 30,000 customers and more than 200 million people around the world receiving support from Zendesk-powered customer service, Zendesk is a highly sought-after addition to our integration family. Through our partnership, customer are now able to integrate Zendesk to their other cloud apps for a more seamless and integrated customer service experience.