TECHNOLOGY Q&A

Omnichannel Relevance in Customer Service

Why omnichannel is important to retailers in customer service?

Businesses usually treat their websites and physical stores differently. For instance, the stock available on one often doesn’t affect the other. The most typical problem people encounter with this approach is that they’re not able to return the items they purchased online in a retailer’s physical stores. It’s almost like they’re dealing with two different businesses when in fact, they’re both owned by a single entity.

As expected, this situation negatively impacts the company’s branding. People don’t want to be forced to stick to one platform alone when it’s more convenient for them to use several channels whenever they want to. Customers don’t want to think about the platform they have to use to get to the solutions they’re looking for. The only thing they want is to get the right answer to their problem.