Our interactions with businesses are increasingly taking place online and now in most cases you can expect to find the information at the click of a button. Failing that, you might turn to a website’s live chat to find your answer. It’s likely that you’d try both of these methods, if offered, before considering making a call or sending an email.
The ways customers prefer to interact with businesses have changed significantly over the past five years. Whilst face to face or over the phone sales were previously the norm, we’re now faced with a multitude of possibilities, including social media, e-commerce, instant messaging and toll-free web-based calling.
https://www.itproportal.com/features/managing-omnichannel-and-the-customer-experience/
