Why Multichannel Service Builds Long-Term Loyalty [Future of Retail]
A proactive approach to customer care designed to deliver problem resolution and information that is streamlined and personal.
The proliferation of personal mobile devices and customizable social media profiles has had a wide-ranging effect on how people connect with the products and services they want. In the past, shoppers depended on face-to-face interactions and telephone conversations to learn more about a potential purchase or get an issue resolved, but as their time and attention goes elsewhere these limited options are no longer adequate. As a result, retailers and brands are expanding the reach of their customer service efforts to connect with customers through the platforms they're already active on. This proactive approach is designed to deliver problem resolution and information that is streamlined and personal.