Modern customers are demanding, impatient and they heavily rely on mobile devices, which is a challenge for traditional customer support. To win their hearts, companies must adopt an omnichannel approach. What is it and how to rock it? Anna has bought a pair of shoes in a popular online shop. She wasn’t at home when the delivery arrived so she asked her flatmate to open the package, check if everything is alright and to take a photo - she couldn’t wait to see it. Unfortunately, the shop made a mistake and sent her a pair in the wrong size. Anna wants to get the right size as soon as possible, and she decides to contact customer service to solve this issue.

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