11.12.20 -- A Quick Guide To Omni-Channel Customer Service


A Quick Guide To Omni-Channel Customer Service

Today’s customer journey might start on one channel, such as webchat and go through several other channels, such as voice and email, before being resolved. Whilst many businesses offer different customer channels for customer service, the level of service provided across these channels is inconsistent as many of these channels exist in silos. This gap between customer demands vs. business capability is key in understanding the difference and transition between multi-channel and Omni-channel customer service.

Evaluation Of The Top 5 Customer Self-Service Technologies For Field Service

The mobile phone has transformed how customers expect to interact with service organizations. This white paper will explore the transitioning role of the customer in field service and how the proliferation of smartphone devices has created a demand for self-service solutions in both B2B and B2C markets.

7 Steps For Achieving Customer Service Excellence

This paper will analyze what factors influence customer perception of the quality of service delivered, how we measure it and ways service companies can improve customer service in the service industry.

3 Steps To Creating A Connected Customer Experience For Service Success

We as customers have become accustomed to instant gratification, thanks to uber-connectivity. This connectivity drives demand for a new kind of service experience; one that is faster but more interactive, but that also caters to self-service. How do service organizations deliver, not just to these demands, but beyond them, in an attempt to differentiate their service offering and thus gain customer loyalty?

Making Complex Customer Service Simple With IFS Customer Engagement

The IFS Customer Engagement platform combines omni-channel contact center with your CRM in a uniquely configurable, AI-powered agent desktop. Our software solves complex customer service by making it simple, so you can deliver customer engagement seamlessly across multiple channels, while simultaneously delivering productivity gains in your contact center.

Looking to learn more?
Whether you’re just researching industry best practice, or actively engaged in a digital transformation project, IFS is here to help. IFS is a leader in the Gartner Magic Quadrant for Field Service Management, positioned highest in ability to execute. Speak with an expert from IFS today on how you too can lead the way in the service industry.

Why did I get this? From time to time, we hand-pick articles that we feel may be of interest to you based on the content you’ve read on Field Technologies Online. We hope you enjoy these pieces and welcome feedback on how we can improve our editorial offerings. Cheers, Field Technologies Online.