The rules for customer engagement have changed. It’s no longer enough for companies to monitor their phone lines and email inboxes between nine and five. We live in an always-on society and organizations must adapt to stay relevant. But availability is just the start. Customers have moved past standard channels like phone and email. Now, they expect engagement on their channel of choice, be it SMS, social, phone, or something else entirely. Ultimately, customers want their interactions with you to be as easy as talking with a friend.