Today’s customer journeys are nonlinear and unpredictable. Customers never follow a single predetermined route in their engagement with enterprises, and they often channel-jump mid-interaction, depending on their convenience and preferences. Whether they connect via traditional voice, IVR, online chat, email, social media, or text message, customers anticipate a consistent, uninterrupted, and seamless experience across all channels.
With the advent of an ever-growing array of digital channels, the ‘power to contact’ has shifted to the consumers. Customers now have an unprecedented number of touchpoints to engage with an enterprise. Regardless of what channel or touchpoints they use, customers expect their preferred brands to “know everything” about their current and past interactions and speed up a proper resolution without repeating themselves. That’s why Bell has created a channel-agnostic customer engagement strategy, which integrates all channels to work together even if customers transition from online chat to a phone call. With a 360-degree view of the customer across channels, Bell empowers agents to support customers with highly relevant, personal, and timely information that they can act on at the moment.
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