What are the benefits of an omnichannel customer experience?

The way people shop and do business has changed rapidly over the past decade. Bricks and mortar retail, for example, has experienced what can only be described as an apocalypse in recent years. A crash in street shopping has resulted in many well-known brands closing all of their offline stores, or in some instances closing completely.

The decline of several major retailers appears to have been the result of several factors. In some instances, the in-store experience was not up to standard and was outdated compared to brands such as Apple. In addition, their online offering and eCommerce stores could not compete with Amazon. Finally, the vast majority of retailers who have had to close their doors did not adopt an omnichannel approach to customer service & experience. In a world full of impatient and busy consumers, fluid and personalized customer experiences are vital.

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