just stumbled onto some interesting stuff about how brands are switching to omnichannel models. basically, it is all about making sure you can jump from a chat to an email without having to
repeat your entire problem every single time. people really expect support to be
seamless across every app they use nowadays. it sounds great in theory, but
it usually just means more ways for me to get stuck in a bot loop . does anyone else feel like this is making customer service
harder to navigate instead of easier? i am curious if anyone has actually experienced a truly smooth transition between channels.
article:
https://blog.hubspot.com/marketing/omnichannel-customer-service