Multisupport channels is the new status quo for customer support

Can't agree more with the omnichannel support -- I'm someone that likes to stay off the phone as much as possible, and when I find that most live chats resolve in a, "We can't solve that issue, you should call us" mentality, which is beyond frustrating as a customer.

From the other side, having worked customer service, having all the information you need when you get a customer in front of you is paramount to providing exceptional service and getting a problem solved.