Capability Category: Channels

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.

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

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.

Email is that singular channel in which both parties do not have to be present at the same time in order to communicate. Yet, it can be incredibly efficient for service.

Study after study shows that customers spend more money with brands that offer chat support. If that’s not enough, chat is also engaging, interactive, and fast.

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.

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.

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