Expert Insight eBook: Customer Service Channel Integration

Quick Summary 

1. Need for a Holistic Strategy 

As companies navigate through their various projects over the years they often accumulate a collection of channel and program-specific technologies. Without a holistic strategy in place, these journeys can create a tangled mess of systems that struggle to communicate with each other. Customers are, as a result, subjected to fragmented interactions that complicate their service experience.

2. Integrated channels of customer service 

To attract and retain customers with convenient channel experiences, brands are investing in integrating channels of customer service for consumers as well as agents. The 2021 Global State of Customer Experience Report saw channel integration appear as one of the top 10 investment priorities of CX practitioners.

3. Case studies of companies leveraging channel integration 

In this report, leaders from hotel booking platform SiteMinder, restaurant chain TGI Fridays and Canadian furniture retailer Dufresne share their insights on how they have leveraged channel integration to gain measurable top and bottom-line benefits. Customer engagement SaaS provider Freshworks also highlights what CX leaders should keep in mind while charting seamless experiences across channels.

Download this ebook to explore: 

• Dufresne Group’s journey to expand channels capabilities by observing customer needs
• The support channel restructure enhancing Siteminder’s customer experiences
• How ShipTime achieves 96 per cent CSAT and business resilience with smart channel integration efforts
• Techniques TGI Fridays use to deliver proactive customer support through data-led channel optimization 
• Freshworks' Dos and don’ts for sophisticated, loyalty winning channel integration

Digital Customer Experience Report

CX experts reveal how to overcome fragmentation challenges to optimize digital design, customer behavior analysis and communication management. Download the CX Network report now.