Episode 4: Omni-Channel Support

Customers now expect support via instant message, text message, Twitter, Facebook, and more. They expect to communicate with a knowledgeable representative, empowered to problem-solve, 24 hours a day, on each and every channel they choose.  It’s a challenge that may seem daunting, but with the right people, processes and technology, it’s possible to connect with customers whenever and wherever they choose to reach out.