Your customers reach you through a variety of technologies, including Smartphone, iPad, laptop, text and traditional telephone.
All customers expect instant accessibility to a full range of services, information and processing requests. All have to be realised in real time.
Success in this profitable global market means you will need a multi-channel business to compete successfully.
On average multi-channel businesses had a 68% increase in year on year sales compared to a single sales channel. Multi–channel businesses are forecast to continue to see greatly increased forward growth in the next few years. The much improved customer experience of instant access to services typically increases retention and opportunities for cross sales as well as reducing fulfillment costs. (Forester Research. How Companies Raised Their Customer Experience Index Scores, 2011).