In today’s digital economy, customer expectations have changed dramatically. Customers are no longer loyal to brands; they’re loyal to experiences. According to PwC, 32% of customers will stop doing business with a brand they love after just ONE poor experience. Meanwhile, Salesforce reports that 73% of customers expect companies to understand their unique needs and expectations—and this is impossible when your customer service stack is fragmented or only supports a single communication channel. Yet many companies still fall into the trap of choosing “lightweight” solutions that only integrate a chat widget or support one or two channels. The result:...
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