In today’s digital-first marketplace, it goes without saying that companies should be investing in a large and ever-evolving range of communication channels. There’s a good reason for this: as customers become more digitally-minded, they’re showing up on a range of apps and platforms, from social media to SMS, looking for support - and they’re expecting their brands to be here too. The demand to engage with brands through a variety of different digital channels is growing as rapidly as customer expectations - and any organization that fails to respond will not only miss out on new customers, but potentially lose existing customers as well.

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