We’re all consumers, and it’s safe to say most of us enjoy the speed and convenience of communicating with businesses through their digital channels. That makes sense, given we text our family and friends, and use the chat feature within social media platforms daily.
Businesses benefit vastly from offering digital channels as a means of communication for customers because they can deliver self-service options before a customer chats directly with an agent. However, simply adding digital channels isn’t enough. While most companies offer basic digital connectivity, they should be integrating all channels into one user interface, instead of keeping them separate.
