Multi-channel Online Customer Service for Dummies
Deliver more efficient online customer service at every customer touch-point. A guide for serving customers seamlessly and effectively through all channels
What’s in the book?
Customer service used to be just a phone call away. It still is, of course, but forward-thinking companies are carefully coordinating and integrating customer service activities across multiple channels, including telephone, email, live chat, social media, and online self-service. The key to making it work well is a powerful, well-maintained knowledge-base that’s plugged into every channel.