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Multichannel support: Why it’s a must for a better customer experience

Customer is king in any business venture.

Thus, businesses do everything in their power to ensure that their customers are satisfied with their services.

Businesses have devised many strategies to ensure this. These strategies range from using new technologies and building customer-centric platforms to utilizing customer analytics.

Another technique businesses use to improve customer satisfaction is providing multichannel support for their customers.

Companies unable to provide this on their own often turn to outsourcing firms like SixEleven for support.

What does multichannel support mean?

Multichannel support refers to the availability of customer support services across multiple channels.

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These channels can include:

  • Email
  • Live calls
  • Live chat
  • Social media
  • Self-service portals

Providing customers with different ways to connect with businesses is the next step towards giving them the best possible customer experience.

This level of support is better and more convenient than some businesses’ traditional single-channel customer services.

What does multichannel support mean?

Types of customer support channels

Below are the different types of support channels utilized by businesses for their customers’ convenience.

Email support

Emails are still among the most popular channels used in customer support.

This channel is more suitable for longer exchanges that may contain sensitive information and other complex details.

It’s also more customer-friendly as it allows them to respond when it’s most convenient for them.

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Live calls

Live calls are another common customer support channel.

This provides a more direct way of communication between the customer and support agents.

Like email support channels, live calls are ideal for resolving more complex issues.

Live chats

Live chats are a way of communicating with customer services when using a business’s website.

Customers visiting these websites can initiate live chats by typing their inquiries into designated chat boxes or clicking on certain buttons.

Social media

Social media support channels emerged as more businesses built their presence on social media platforms.

This presents a convenient way for customers to connect with a business’s support team without leaving the platform their currently using.

Self-service portals

Self-service portals are built for customers who wish to resolve issues without contacting customer support agents.

These portals contain FAQs and other knowledge repositories that can help customers troubleshoot issues on their own.

Importance of multichannel support

The significance of having multichannel support services stems from the importance of customer experience to businesses.

Businesses must ensure that customers can avail of their products and services at their convenience.

In the same vein, they must also ensure that any issues arising from these products and services can also be addressed at the customer’s convenience.

As multichannel support lets a business’s support team handle issues more efficiently, it also shortens the time needed to resolve these issues.

Lastly, a business’s customer support is a reflection of a company’s stance towards its clients.

When a business shows dedication to providing quality customer services – such as multichannel support – it shows customers that they are at the forefront of the company’s decision-making processes.

Importance of multichannel support

Choose SixEleven as your multichannel support services provider

SixEleven is a tried and tested outsourcing firm that can provide your company with multichannel support services.

This firm combines its agents’ skills with the latest industry technologies to ensure your business’s customers receive only the best customer service.

SixEleven draws on its fifteen years of industry experience to adeptly handle the operations clients entrust to the company.

Its 3000 (and increasing) staff also gives it great flexibility to adapt to its clients’ needs and provide tailored solutions.

Book a call with SixEleven and level up your business’s customer services!

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About OA

Outsource Accelerator is the trusted source of independent information, advisory and expert implementation of Business Process Outsourcing (BPO).

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Outsource Accelerator offers the world’s leading aggregator marketplace for outsourcing. It specifically provides the conduit between world-leading outsourcing suppliers and the businesses – clients – across the globe.

The Outsource Accelerator website has over 5,000 articles, 350+ podcast episodes, and a comprehensive directory with 3,000+ BPO companies… all designed to make it easier for clients to learn about – and engage with – outsourcing.

About Derek Gallimore

Derek Gallimore has been in business for 20 years, outsourcing for over eight years, and has been living in Manila (the heart of global outsourcing) since 2014. Derek is the founder and CEO of Outsource Accelerator, and is regarded as a leading expert on all things outsourcing.