Phone, email, live chat, help desk, self-service, social media; these support channels have long been considered separate entities by company management. In today’s world of instant gratification, however, customers desire consistent, 24/7 access to support and services across all channels.
In simple terms, multi-channel support is like a box of chocolates: by giving customers an array of different options in which they can use to contact your company, they have the power to choose the method of communication they’re most comfortable with and are still guaranteed access to unparalleled services and support. If the customer wants to inquire about a product or service via email, they can. If following up on Facebook is the client’s preferred channel of communication, they’ll be given the same reliable support. If they choose to provide feedback on live chat, an agent will be there to listen.
Providing multi-channel support is about giving your clients the same type of quality, dependable customer service across every possible platform.