Even if companies understand that an omnichannel
approach performs better in terms of operational
metrics and meeting customer expectations, there’s
still the question of how to do it.
How should companies go about adopting an
omnichannel support solution?

With data from the Zendesk Benchmark, our index of
product usage data from 45,000 Zendesk customers,
we have put together findings on best practices for
launching new channels, integrating existing channels,
and teaming up with the right technology partners.

Next, we took a deep dive into how companies should
set up their self-service, a channel that’s quickly
emerging as an essential pillar of omnichannel
support. Self-service allows companies to deflect
incoming tickets and provide quick and easy answers
to customers, and companies which are proactive
about improving their help centres see better results.