September 14

Omnichannel CX service is growing – Companies want to be where their customers are

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Aramex, the logistics and transportation solutions provider, announced in August that they will partner with Salesforce to bring omnichannel CX to its customer service branch. 

Salesforce’s Customer 360 platform will give Aramex a comprehensive 360-degree view of its customers on all portals, apps, and social media, giving the company helpful insight when providing optimized customer-centric solutions. 

The company decided to invest in omnichannel customer service due to the high demand for logistics and transport from e-commerce (online shopping is expected to grow from $24 billion in 2020 to $50 billion by 2050). 

Infobip, a global cloud communications company, announced that it will expand the global outreach of its omnichannel communications platforms by partnering with Adobe. The collaboration will expand Infobip’s CX capabilities.

What does the shift to omnichannel CX mean for businesses?

Several companies inside and outside the CX industry are looking to expand the omnichannel capabilities of their CX platform. If businesses are to succeed and capitalize on the growth of e-commerce, they must be where their customers are. 

Omnichannel CX platforms allow businesses to interact with their customers on several mediums. 

Furthermore, they can draw data from the omnichannel platform and use it as feedback to refine customer service.   

However, to properly manage your omnichannel platform, you require vendor-agnostic tools that optimize its technical performance.

Optimize omnichannel CX solutions with Blackchair 

Blackchair is a vendor-agnostic, automated CX management platform that synchronizes multiple CX environments to help you manage your omnichannel CX software and maximize ROI on customer service.


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