Customer service is a key differentiator for many companies. But as the number of communication channels and devices increases, so do the challenges of delivering personalized service across those channels.
A unified view of the customer is needed for omnichannel customer service — something that can’t be achieved with siloed systems and disconnected information. Channels can’t merely coexist, but must inform one another to provide the needed context that makes each customer experience better and more personal. To succeed at customer engagement you must meet three fundamental requirements: being consistent, complete and contextual.