These platforms also provide a seamless service experience for customers regardless of the channel they choose to use. Providing a smooth customer experience means having to understand your customers in order to better assist them with their queries and concerns without hassle. According to the Exo Level Seamless Retail Study, 49% of consumers think businesses should focus on integrating in-store, online and mobile shopping channels to Phone Number List improve transactions. An overwhelming 89% of respondents wanted to buy products in the most convenient way for them, whether using mobile devices, in-store transactions or online catalogs. Cross-platform customer support services should focus on the ability to track customer communications and purchase behavior across various service channels. Having a cross-platform customer support department is by far the most important asset a business can have in 2018. Free Digital Marketing Plan Template Download FREE Resource - Digital Marketing Plan Template Our popular marketing planning template based on the Smart Insights RACE planning system. Access the Phone Number List Free Digital Marketing Plan Template Why have cross-platform customer service? 1. Self-service option Microsoft's global State of Multi-Channel Customer Service report found that more than 90% of all consumers expect a brand or organization to offer a self-service support portal or support page. frequently asked questions (FAQ) to answer their simple concerns. Having a self-service option allows customers to get the answers and support they need, when they need it, without having to visit an operator. Customer expectations change over time, but the Phone Number List one consistent demand is for customer support services to be available 24/7. Therefore, each time you add another channel for them to reach your brand, your customer service availability also increases, and the more satisfied your customers will be with your brand's ability to appeal to customers. Offering a self-service option is also more convenient for customers. Not every customer has the time to sit down and speak to an available agent for an issue that may only take up half the talk time.