Going mobile

Brands need to create a seamless customer experience across channels

With the mass adoption of all‑digital communications, traditional customer‑service channels such as call centers or auto‑reply emails are fading as effective strategies.

Whether they communicate via text, social media or chatbot, today’s customers want and expect instant answers. A single bad experience can erase revenue and kill word of mouth.

For those who offer consistently fast, personalized interactions across channels, the payoffs include both return business and brand loyalty.