Multi-channel Customer Service. Can you do it?

Over the past years, most online companies have started to realise, and forunately implement, multi-channel strategies. Going back to the 90s, when internet adoption was minimal in Europe, and catalogues and order hotlines were literally the reach that companies had beyond brick and mortar points of sale, wiritng a letter or fax, or calling the company was as far as customers could go.

Fast forward to the mid 00’s, and customers demand more….

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