{"id":25385,"date":"2026-10-20T20:57:55","date_gmt":"2026-10-20T18:57:55","guid":{"rendered":"https:\/\/www.inkubit.com\/blog\/2026\/10\/25\/the-customer-has-already-explained-his-problem-why-he-must-repeat-it\/"},"modified":"2026-10-25T20:58:57","modified_gmt":"2026-10-25T19:58:57","slug":"the-customer-has-already-explained-his-problem-why-he-must-repeat-it","status":"publish","type":"post","link":"https:\/\/www.inkubit.com\/en\/blog\/2026\/10\/20\/the-customer-has-already-explained-his-problem-why-he-must-repeat-it\/","title":{"rendered":"The customer has already explained his problem. Why does he have to repeat it?"},"content":{"rendered":"

A customer describes his request in the chat, is forwarded to the service and has to explain everything again. Later, a phone call follows in which the same questions are asked again. For the company, these are different contacts. For the customer, it is a single problem.<\/p>\n

This is exactly where omnichannel customer service comes in: customer concerns should remain traceable across chat, email, telephone and AI agents. It is not the number of channels offered that determines good service, but the ability to hand over information and responsibility without unnecessary disruptions.<\/p>\n

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