Customer Service: Mind the Gap

• I'm sorry, this customer service line is only for our online customers. You'll have to go back to the store where you had the problem.
• Excuse me? Oh, no, you can't lodge a complaint here. You'll have to call the store.

There's nothing today's customer dislikes more than falling into the gap between a company's online and offline operations. Feeling stranded, abandoned and disrespected, even previously loyal customers start looking elsewhere when channel conflict gets in the way of their needs. Customers want a coherent, seamless and positive experience — not your conflict.