Multichannel Customer Service

Multichannel customer service strives to provide a consistent experience, across the many channels consumers use to interact with companies. In the age of the customer, consumers are choosing how they want to interact with companies, whether via mobile, social media, live chat, phone, email and other methods, and so the challenge is creating a consistent experience across channels on the front end, while bridging back-end data silos between those various systems to ensure a frictionless and up-to-date consumer experience. Many companies are striving to provide service on multiple channels and are not ready to link them to amount to a true omnichannel experience. Ideally, omnichannel customer service eliminates all silos and integrates all consumer data into a comprehensive profile, but many companies are still dealing with traditional multichannel methods. This section covers the interaction of Salesforce technology with multichannel customer service, either through the Salesforce Service Cloud or with third-party technology. We also cover challenges companies face with providing multichannel customer service and how it relates to their efforts to link service offerings into a true omnichannel customer experience.

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    A Knowledge Sidebar in a Salesforce Console displays titles of Salesforce Knowledge articles that are related to the specified subject. The sidebar only displays for Salesforce Knowledge users after administrators set it up. Continue Reading

  • field service management (FSM)

    Field service management software enables companies to manage dispersed workers and resources. These workers can gain access to schedules, work orders and customer information via mobile devices. Continue Reading

  • Customer Life Cycle

    In customer relationship management (CRM), customer life cycle is a term used to describe the progression of steps a customer goes through when considering, purchasing, using, and maintaining loyalty to a product or service. Continue Reading

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Evaluate Multichannel Customer Service Vendors & Products

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