Patrick Biddiscombe shows how HubSpot's free Omnichannel messaging feature solves a common support problem: customers having to repeat themselves to different agents. It unifies conversations across channels in one inbox so agents keep context and deliver consistent service.
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When it comes to service, a big customer pain point is having to repeatedly tell a story. Many times working with different agents means different experiences for the customer. With Omnichannel messaging in HubSpot, you don't have to put your customers through that unnecessary stress. You can finally meet your customers where they are when they need you. Omnichannel messaging, a free feature, allows you to connect with customers across multiple channels on a unified CRM platform. This means that you deliver support on your customers preferred channels. Because a conversation is in a singular thread, your support reps don't need to toggle back and forth between various systems. For example, if your customer starts out their conversations via chat, but later emails in your service agent can easily and seamlessly adapt with a click of a button. And because your inbox is connected to the CRM, this means all of the context your customer provided earlier is preserved so that your customer receives a consistent experience. Omnichannel messaging ensures you reach a resolution in one thread on one screen while connecting with your customers across multip channels.
