Multichannel Support Services

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The era of e-commerce is upon us.

Today, more than two-thirds of US online adults shop online at least monthly, with 33-percent shopping online every week. With consumers spending increased time online via mobile devices, computers, and tablets, it’s now more critical than ever for companies to provide multi-channel customer service. Furthermore, increasing response time with each channel is vital in improving customer retention.

The basic concept of multi-channel customer service is simple. The system allows businesses to communicate with customers around the clock, on all the platforms their customers are already using. Such channels include phone and email, social media, live chat, and more. Multi-channel help desks are also a way for companies to answer customers’ specific questions about a product or service.

Multi-channel support is completely streamlined so the support team has a detailed record of the customer’s purchases and service history. They’re more equipped to help the customer when they make contact and can more easily track and update customer service tickets. Even if a customer first reaches out over email then switches to live chat, the team will be able to continue offering support without starting back at the beginning.

Why is Multi-Channel Support Important?

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.

A multi-channel customer service strategy has endless benefits. It allows businesses to improve customer satisfaction rates by meeting the customer where they prefer to communicate. And because the customer can reach out on the platform they’re most comfortable with, they’ll be more likely to get the help they need rather than abandoning the company in frustration.

This will result in higher customer retention rates and greater customer loyalty. Loyal customers will spread the word about their enjoyment of the product or service, and in turn bring new customers to the business. Customer service teams will have an easier time creating management tickets and understanding the customer’s service history. This will increase efficiency and reduce customer service costs.

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Why Choose ROI Multi-Channel Support Services?

Companies ready to integrate multi-channel support in their business can find the best service from ROI CX Solutions. We offer live chat support, voice support, email and social media response, IVR, and more. Our professional customer service teams will represent your brand as if they worked directly in-house, and you’ll save money by outsourcing the job.

Additional benefits of choosing ROI CX Solutions to oversee your multi-channel support include the following:

  • Multi-channel customer service options ensure quicker response times and amazing customer engagement as companies strive to be everywhere their customers and target markets are.
  • Agents professionally and proactively address and resolve customer issues that may be affecting another service channel.
  • ROI offers a fully customized and seamlessly integrated solution for adequately representing your brand and company culture.

Whether you’re looking for inbound sales support, help desk questions, order taking, or any other type of multi-channel support, ROI CX Solutions can help. We deliver the same quality service across all platforms. Our employees are extensively trained on best practices for each type of communication, so you can rest assured your customers will be treated with professionalism. Reach out to get started.

What Is Multichannel Communication?

Multichannel communication is a term that refers to a company’s way of communicating with customers over several different platforms, including email, social media, SMS, and more. The term can be used interchangeably with multichannel marketing since it is usually wrapped into a company’s marketing strategy.

Multichannel vs. Omnichannel Communication

If you’ve ever heard anything about multichannel communication, you may have noticed that the term is often compared to omnichannel communication. What’s the difference between the two?

Though both methods rely on multiple platforms to communicate with customers, multichannel communication focuses on each platform as an individual strategy, while omnichannel communication focuses on creating a seamless customer experience across all platforms.

With omnichannel communication, it’s easier for customers to move from a Facebook chat to a phone call, all without having to start from the beginning or provide the same information all over again. 

Which Channels Should Be Included in a Multichannel Communication Strategy?

Today’s companies have dozens of channels to choose from when communicating with customers. And while it’s best to have a presence on as many platforms as possible, you may need to start on a smaller scale. 

So, which channels should be the focus of your multichannel communication strategy? The essential channels to get you started include:

  • Print (brochures, mail, flyers, etc.)
  • Facebook
  • Instagram
  • Phone
  • Email
  • Apps
  • Web portal
  • SMS

Benefits of Multichannel Communication

Are you overwhelmed at the thought of communicating through all of these platforms? Once you consider the countless advantages of multichannel marketing, you’ll be eager to dive in. Here are just a few of the benefits you’ll experience once you give it a try:

1. Meet Customers Wherever They Are

Multichannel marketing allows you to meet and serve customers in places where they are already spending time—whether that’s on social media or in their email inboxes. Regardless of your target audience, consumers in every demographic are spending more and more time on a variety of online communication channels, and each customer will have a different preference for communicating with your brand. Being available in a wide variety of channels will improve your quality of service for your customers.

Some customers might be busy professionals who prefer SMS, while others may prefer calling your company to speak with a real person. In any case, meeting customers where they are will allow you to improve the overall communication experience—for you and the customer.

2. Know What Your Audience Wants

Multichannel marketing strategies also give you additional insights into who your customers are, what they need and want from your brand, and how you can best customize your solutions to their preferences. You’ll get to know the platforms they’re using as well as the times they’re active on those platforms. You’ll also have an easier time gathering feedback since customers will be more likely to answer surveys on the platforms they use most often.

Since personalization is an increasingly popular marketing trend, all of this information will give you an advantage when selling your product and serving customers.  

3. Improve the Customer Experience

One of the most valuable things a company can offer their customers today isn’t a product or service—it’s the customer experience itself. Consumers will go out of their way to shop from a brand that has a generous return policy, quick customer service, and speedy shipping times. So when it comes to communicating with customers, a multichannel approach should be a no-brainer.

Multichannel communication helps to improve the customer experience by meeting the customer where they are, making it easier to get in touch and resolve customer inquiries more quickly.

4. Boost Customer Loyalty

Since it’s far more costly to bring in new customers than to keep existing customers, boosting customer loyalty should be a top priority for every brand. Fortunately, multichannel marketing will help you do just that.

By improving the customer experience, meeting customers where they are, and getting to know audience preferences, you’ll have all the tools you need to build more loyal customers. And those loyal customers will act as brand ambassadors, spreading the word about your company to friends and family.


Our clients represent some of the most recognized customer service brands in the world – thanks to their partnership with ROI CX Solutions. We drive customer service with a brand-focused, industry-leading strategy that delivers happier customers, better retention, and better business results every time.

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