ISS Unit 2 (Part A)

What is the advantage of communicating face-to-face with customers?

• Allows capturing verbal and non-verbal cues

• Fast and reliable communication

• Limited to one channel only

• Requires physical office setup

What is the main feature of video conferencing for companies?

• Requires physical presence

• Real-time audio, video, text, and presentation transmission

• Slow and unreliable communication

• Limited to audio communication only

What is the main characteristic of audio conferencing?

• Communicating via telephone or mobile phone

• Real-time video communication

• Requires face-to-face interaction

• Limited to two parties only

What is the advantage of using emails for communication?

• Limited to text-based communication

• Requires physical store setup

• Slow and inefficient communication

• Fast, reliable, and easily accessible

What is the main feature of live chat for companies?

• Audio-based communication

• Simultaneous text communication between people

• Limited to offline interaction

• Requires physical office setup

What is the difference between multi-channel and omni-channel customer support?

• Channels treated as separate businesses

• Focus on branding and complete services

• Integration of channels at the back end

• Limited ways to interact with companies

What is the main goal of omni-channel customer support?

• Limited to one channel of communication

• Creating a seamless customer experience across various channels

• Requires physical store setup

• Focus on offline interaction only

What is the main advantage of using chats and messaging for communication?

• Slow and unreliable communication

• Convenient and efficient way to reach customers

• Requires physical presence

• Limited to audio communication

What is the main characteristic of instant messaging (IM)?

• Text-based communication with shared software client

• Real-time video communication

• Requires physical office setup

• Limited to offline interaction

What is the main feature of a traditional multi-channel retailer?

• Requires physical store setup

• Focus on offline interaction only

• Having a website/online store and physical stores

• Limited to one channel of communication