Harmonization of processes in a company that has multiple sites is not always easy. People in different sites may treat customers differently or start to implement different processes compared to those that were agreed at the beginning. When a homegrown company expands, it is not always easy to have everyone on the same path. When companies merge, it is even more crucial that processes get streamlined, which may mean that old habbits should be thrown overboard.
In today's connected world, customers expect to get a correct answer to their question as soon as possible, and via their own favorite communication channel. Customer experience becomes more important by the day, so no doubt that your organization must ensure to provide the same feedback across all channels that
Days have passed when support was only provided via telephone or by sending letters in case of complaints. These days, people use all possible channels to get the information that they need, or to express their feelings about your brand or company.