Can't agree more with the omnichannel support -- I'm someone that likes to stay off the phone as much as possible, and when I find that most live chats resolve in a, "We can't solve that issue, you should call us" mentality, which is beyond frustrating as a customer.
From the other side, having worked customer service, having all the information you need when you get a customer in front of you is paramount to providing exceptional service and getting a problem solved.
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[ 2.7 ms ] story [ 9.3 ms ] threadFrom the other side, having worked customer service, having all the information you need when you get a customer in front of you is paramount to providing exceptional service and getting a problem solved.