Why Is Multichannel Customer Service Important? – Kapdesk


Have you ever been confronted with a situation where you were given multiple options and had to pick one? We all have faced such situations, and it’s safe to say that we would’ve all liked to be able to pick more than one if it was possible.

When it comes to customer support, you as a business have to provide these multiple options, all while not limit your customers’ choices. From an internal perspective, it may seem like there are too many channels to keep track of, but with the proper use of advanced technologies, you can simplify the customer support process.

This article aims to give you an understanding of multichannel customer service and its importance.

Offer customers multiple choices to reach customer support executives

When it comes to customer support, it is important to note that you must provide your customer with multiple options. A simple justification for this being that your clientele is divided into different age groups.

The new, tech-savvy generation is more than comfortable with using platforms like live chat support or social media support. However, customers who aren’t too accustomed to new technologies will prefer the traditional forms of customer support. As such, sticking to online platforms will severely limit your customer support’s reach.

Delivers consistent messages across all platforms

It’s pointless to set up all possible customer service channels and not have a smooth exchange of information amongst the different channels.

An example of this would be, if a customer first reached out to you through email support, and was told that someone would get back to them within 48 hours. However, if a support agent does get back to the customer via phone without knowing what was discussed on the email, then the customer will have to repeat his query all over again.

This can lead to a significant amount of dissatisfaction. Aligning channels with the service operations ensures that compliance requirements are met. To overcome this communication gap, you must implement a customer support software into your operation fold.

Extends the reach of your business

Standard customer service portals were only able to deliver so much. However, with recent advancements in communication technology, businesses have been able to establish and expand their presence to a much larger audience, without having to implement too many resources. Implementing new service channels can have a significant impact on the volume of incoming customers, since customers always find new ways to make contact.

Allows improved business activities

According to the popular ‘design cycle’ that is followed by most businesses across the globe, the post-sales investigation stage is the most crucial decision in deciding how to modify or make the current product or service design better than it already is.

For this to be possible, you need to welcome customer feedback, reviews, and complaints with open arms. After all, the end user or customer is the one who will eventually be utilizing your product or service. There are various channels, such as social media, live chat, survey forms, etc. through which you can encourage customers to provide feedback on your offerings.

While most people would consider most online customer support channels to be legitimate support portals, having a Knowledge Base available on your website provides another source of information through which customers can help themselves. It is a way of providing support when your customer service department is offline.


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