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Right from the start of the online revolution, customers have expected that their interactions with organisations should be coherent and consistent. Especially where the product is complex, interactions became spread across the website, phone and physical shop, then latterly across ‘chat’ and social media networks. The lack of integration between these ‘channels’ was a source of much frustration! Things have improved significantly over the last 15 years, but the ease and breadth of interaction is a defining factor in the customer’s mind. A single bad experience can be difficult to recover from with consequential destruction of value if it happens consistently.
Breaking down the barriers between channels and providing a true ‘omni-channel’ experience can promote loyalty and could make all the difference in a highly competitive market. Insubric has been at the sharp end of the integration challenge, advising on and delivering effective customer interaction management through the deployment of leading edge products and their integration with legacy systems and databases. Let us help you create or refine the ‘omni-channel’ experience for your customers.
Contact: peter.maddigan@insubric.com
