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 put together findings on best practices when it comes to 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 that are proactive about improving their help centers see better results.