Companies need to provide multichannel support across all channels to keep customers satisfied and retain them. This includes social media platforms, text messaging, and live chat. Help Desk Software enables teams to create tickets using their preferred choice of communication. This results in greater customer satisfaction levels and higher customer retention rates.
Why is Multichannel Support Essential
Multichannel functions are an excellent way for you to provide customer support across more than two channels. Enabling customers, the option of contacting your agents on any channel they’re most comfortable with – social media, email, or live chat, among others.
Multichannel support benefits both customers and businesses. By providing support on multiple platforms, businesses can increase their brand presence, which is being noticed by 73% of marketers.
Multichannel support can also offer other benefits, such as:
- Faster Ticket Resolution Time:
Help Desk Software offers an integrated ticket-tracking system. Customers can request assistance through an online ticket, which is tracked, categorized, and assigned to agents. This process allows for faster resolution times than traditional phone-based customer support systems. As consumers become increasingly impatient with businesses’ response time, 42% of customers expect an answer on social media within 60 minutes.
- A consistent customer experience across channels:
It is important to provide good customer support across all communication channels. By operating through various platforms, you’re able to give flexibility to customers by enabling them to reach you at their convenience. The assurance of your commitment also reassures the customer and demonstrates consistency. This is important for ensuring a positive customer experience.
- Team collaboration among multiple channels:
A help desk tool allows support teams to share customer and support data in one place. This reduces agents’ time to resolve tickets because they can share information. By automatically categorizing tickets, you can assign them to the best agents. This will increase the likelihood of your tickets being resolved and improve customer satisfaction.
Create and manage tickets across all channels!
Multichannel support allows customers to raise issues across multiple communication channels in a single dashboard. Tickets are generated for each request, categorized, and prioritized before being tracked or assigned by an agent who handles them until they’re solved–and closes when all necessary information has been gathered from participants involved with solving your problem.
Automating ticket processes will help your business provide consistent and better customer service. With 51% of companies using at least eight channels to provide support, businesses need to have a presence on all channels.
The primary media channels you can use today include:
Despite the expansion of digital channels, email remains a popular way for customers to interact with businesses. 54% of customers used email for customer service tasks in 2018.
- Phone
Phone support is important to businesses, especially for customers who need to be walked through scenarios. However, as more platforms appear, the importance of phone support declines. As 59% of customers actively avoid communicating with businesses via phone.
- Social Media Messaging
Social media is an effective way for businesses to interact with customers. The use of platforms such as Facebook Messenger, Twitter DM, WhatsApp, and Instagram has made it possible for businesses to reach out directly to customers through social media.
- Live Chat
Live chat is the most popular support channel today. 77% of website visitors will leave a site without a live chat option, so companies should make sure they have one available. Customers prefer live chat because it gives them direct access to a support agent who can answer their questions quickly and efficiently.
Let the customers Talk to you on social media.
Your business must have a social presence on social media, or it will be left out of the loop. This provides further support options for your customer base and increases brand loyalty. Multichannel support tools enable tickets to be generated from all social media channels, including:
Social media has become a mainstream way to get support from businesses. Customers like having immediate access to customer service and getting instant responses from companies that are monitored 24/7. With AI Chatbots and self-service help, businesses can get up their game by always providing quality customer service.
