Increasingly, companies need to merge data generated from multiple channels. But they are struggling with how to start with reliable data first.
Omnichannel customer service enables companies to interact with and serve customers seamlessly regardless of the channel they choose — whether that’s on a company’s website, in email, by SMS text live chat or on social media. But data silos and operational hurdles have kept data and processes separate, which has stood in the way of solid omnichannel service.
Getting accurate data has been a particular sticking point, particularly where different departments have different conventions for entering data or other manual data practices come into play. — Read the rest of this article on TechTarget.com