The digitalization of the world has radically transformed consumer behavior as well as business operations in today’s fast-paced era. People, especially the millennials, have been marching the digital way, hooking on to newer, diverse channels of communication, and demanding personalized interactions with businesses through their own desired channels.
As a response to this underlying trend, businesses have been exploring and implementing distinct ways to connect with consumers by offering seamless customer service and support spanning across multiple platforms. The significance of digital communication channels for businesses has undoubtedly increased, with a clear realization that a great customer experience can no longer be delivered only through traditional mediums such as voice or emails.
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