The big challenge in retail: Customer requests for support tend to surge dramatically over the holidays, in-store or online. At the same time, shoppers are ever more conscious of a retailers overall customer experience. Omnichannel customer service is a must. Customers have increasing service expectations for the channel of their preference, not to mention the benefits of a seamless customer experience both in-store and digitally. Whats more, ticket surge will vary by channel. A seamless experience for the customer is increasingly linked to omnichannel retailing.
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