Customer happiness is a key success factor in CRM. If your customers are not satisfied with the support they are receiving, they may give your services and products a bad review, and that's not good for business.
Even if a customer has a problem with a product or service, being able to solve the issue quickly changes the customer's perception of the issue; they know that the business' support has prioritized them and that the issue will be fixed soon.
While multi-channels give the customer the freedom to choose their preferred channel (web, SMS, phone, chat, a email), Omni-Channel featured services allow agents to be delivered to the most important cases from all the channels. That's why we say that the Omni-Channel is an agent-facing feature.
The following diagram shows how Omni-Channel works:
Here's how it...