CHANNELS

SMS

Texting is the most-used feature of any smartphone, making it ideal for communicating with customers. Popular and convenient is a great combination.

This is commonly known as texting. With more smartphones in use than toothbrushes, it is a quick and convenient way of communicating through short messages:

Conversations are seamless and can continue indefinitely without losing context

Text histories are retained for future reference

SMS is a pro-active means of asking questions and getting answers

Customers can contact you from anywhere and with text, they don’t have to be online to do it. It’s fast, it’s personal, it’s effective.

Other Channels

Voice/IVR

There is a reason that contact centers used to be known as call centers. Voice is a foundational channel for providing customer service and support.

Facebook Messenger

Fast, free, mobile. Your organization likely has a Facebook page already. Why not turn it into a means of communicating with customers?

In-App Messaging

There seems to be an app for everything. One overlooked benefit of apps is how they foster two-way dialogue, making them an ideal support channel in this digital era.

Web Self-Service

It seems counter intuitive to offer customer support in a DIY model. But some customers like finding their own solutions, which also benefits service as a whole.

Social Media

This is a very personal communications channel, already used for sales and gathering user feedback. Using it to deliver customer service is a natural extension.

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