Gartner Research

Four Steps to Create Seamless Transition in Your Customer Service Channels

Published: 27 November 2015

ID: G00274245

Analyst(s): Brian Manusama

Summary

Demand for a seamless cross-channel experience is having a major impact on organizations. IT leaders supporting customer services can successfully provide the experience that customers expect by combining self-service and assisted customer service channels.

Table Of Contents
  • Key Challenges

Analysis

  • Design a Multichannel Customer Service Strategy to Meet the Increased Demand of Customers for Fast and Easy Customer Service
  • Smooth Channel Transitions Along the Customer Journey by Allowing Contextual Data to Jump Between Channels
  • Embrace Customer Journey Analytics to Help Plan and Refine Customer Journeys in Real Time
  • Ensure Consistent Knowledge Management Is Supplied to Both the Agent and the Customer for Self-Service

Case Study

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