Consumers are used to starting their conversations in chat and then moving on to voice and video—in that order—if they need to. And they want to communicate with your brand that way too. Are you offering the right omni-channel experience to meet that demand?
It involves more than just providing chat, voice, and video as service channels. You need to create a seamless escalation path from start to finish—one that doesn’t require your customers to retell their stories or switch devices when they switch channels.