Top Tips for successful channel integration
91% of organisations have supplemented voice with digital channels. But only 9% have integrated them. It’s a shame. Unless your customer service and sales channels are connected – so that interactions started on one can continue on another – the customer experience you deliver will be disappointing, cost more than it should to deliver and generate less revenue than it might.
It isn’t always easy. Channel integration doesn’t just mean knitting technologies together, but collaborating with areas of the business that control different channels – customer service, sales and marketing – to agree on customer contact strategies and design multichannel customer journeys that deliver the best possible results for the company and the customer. Read our top tips for achieving successful channel integration.