Ask customers about their go-to support channels for contacting any business, and you are likely to get ten different answers-
Ryan - “Hey! I love talking to service reps over the phone. Makes me feel like somebody is out there to help me.”
Lisa- “As a working woman, live chat works perfectly for me. I can interact with an agent and work on my daily tasks simultaneously. Easy-peasy!”
And so on…
The truth is that customers like Ryan and Lisa don’t care if you have a bouquet of customer service channels on display. If they can’t find their favorite communication channel, they won’t have a memorable support experience. Period.
Now you must be thinking…
“Is that even possible? We don’t have Santa Claus sitting in our customer service department who can be available at every place.”
Well, that’s alright. You don’t have to be available everywhere. This blog will help you compare the different support channels and choose the ones that perfectly match your business needs and customer expectations. Ready to offer awesome support?
Most Preferred Channels for Contacting a Business
Modern customers love having options, whether they are at an ice cream parlor or simply looking for ways to reach out to a business.
A Microsoft study revealed that around 50% of customers have used between 3-5 channels at some point to seek necessary assistance. This means that you cannot afford to limit your support alternatives to one or even two.
You need to offer more.
Now, let us take a quick glance at some of the most preferred customer service channels.
According to a recent report by The Northridge Group, 61% of consumers preferred using phone support to resolve a problem in 2019, while 15% preferred using online chat.
Consumers across the globe are demonstrating a preference for human interaction, especially for complex issues.
Which Channels Are the Most Effective for Customer Service?
When you ask about the most effective customer service channels, the only answer is- it depends. Successful businesses across the globe deliver exceptional customer service on channels where their customers are.
For instance, if you are an emerging e-commerce business, offering live chat support can be a great option. Your agents will be able to assist online shoppers and explore upselling opportunities. Similarly, if your customers are avid email users, providing awesome email support will be the way forward.
Here is a short and crisp list of customer service channels to help you rise above any dilemmas.
Best 6 Customer Service Channels that Every Business Should Consider
Just a decade ago, for most of us, customer support meant a phone call that started with-
“Tring! Tring! Thanks for calling. How may I assist you?”
However, even today as we speak, things have not changed much. A whopping 61% of customers still prefer the phone over other support channels. No wonder that offering phone support is still paramount to customer satisfaction.
So what makes the phone an ‘indispensable support channel’?
The phone support channel is not considered as the quickest way to resolve an issue. However, if you look closely, most customer support issues that start on another channel end up being escalated to a phone call. The reason is simple. During a time of inconvenience, nothing is more comforting than an empathetic human voice.
Here are some top benefits of phone support-
- Resolve complex issues that cannot be solved on other channels
- Nothing beats the option of interacting with an invested and attentive human agent
- The call-back feature ensures customers don’t have to wait on hold
- Well-trained call center agents can turn a negative situation around
|💡 Pro Tip: To improve your call center operations, conduct empathetic training sessions for all your agents. Besides this, you must make it a point to diligently track and improve KPIs such as Average Handle Time and First Call Resolution (FCR).|
Whoever thinks that email support is slowly dying is wrong. According to a Statista Report, in 2019, the number of global e-mail users amounted to 3.9 billion, and this number is set to grow to 4.48 billion users by 2024.
“A significant proportion of customers still prefer writing emails for sharing everything from amazing service experiences to customer service horror stories.”
Why is email support considered the most consistent channel?
Many individuals give more importance to the written word than a verbal interaction. The reason? There is a psychological aspect to it as customers feel that when they approach a business via email, their issues would be taken more seriously. Compared to other channels, email offers a more professional approach and helps in keeping every support conversation well-documented.
Lets quickly look at some more benefits of email support channel-
- Email support is cost-effective and does not require heavy investments
- Customers can attach various files from small images to heavy videos
- Your support agents can quickly respond to common customer requests using saved email templates
- To capture customer feedback, surveys can be easily shared over email
- Email threads help in tracking every support communication right from the start
|💡 Pro Tip: Most businesses struggle to manage the sheer amount of emails they receive from their customers. You can leverage an email management tool to track every support issue and ensure not a single email slips through the cracks. With its smart reports, you can analyze agent performance and measure customer satisfaction.|
3. Live Chat
Chat Support is considered the support channel of the present that holds great promise for the future. Why do customers love chat support? Simple, customers don’t need to wait for days to get a response or listen to that ‘annoying tune’ while they are put on hold over the phone.
“To make your customer service super-fast and efficient, simply hop on the live chat trend.”
So what makes live chat the ‘fastest support channel’?
In addition to real-time conversations, live chat offers the ability to share links, attach images, collect information, and save the full chat history for later reference. All of this can happen in a matter of seconds.
Benefits of including live chat in your arsenal of support channels-
- Live chat is fast and can be used to engage with customers in real-time
- Live chat improves agent efficiency as multiple chats can be handled at the same time
- Chat offers the enhanced ability to upsell with relevant deals and offers
- Customers love chat support for its conversational style where they don't need to sound too formal
|💡 Pro Tip: If you decide to offer live chat service on your website, make sure your agents are available and they respond quickly. Otherwise, you will defeat the purpose of the tool and leave your customers with a negative brand impression. To personalize the experience, add a name and picture to your live chat window.|
4. Self-Service Knowledge Base
A self-service portal or knowledge base helps customers find answers to common questions, check on order status, submit support tickets, read self-help articles, and more.
“With two-thirds of all customers trying to first solve issues on their own, self-service should be a cornerstone of any omni-channel strategy.”
Why are more and more businesses investing in a knowledge base?
A dedicated knowledge base can help with ticket deflection, which means that you can put a cap on your ticket volume and you would need fewer agents to handle the same number of customers. For instance, a single how-to video on your self-service portal can help you reduce a significant amount of support tickets over time.
Let’s check some popular benefits of a self-service knowledge base-
- Allows you to offer 24x7 customer service even when your business is closed
- Reduce the number of support tickets (ticket volume) by up to 80%
- Gives your support agents more time to focus on other important tasks
- Creating a knowledge base requires a minimum investment
|💡 Pro Tip: You need to optimize your self-help portal for all devices. So, no matter what device (mobile, laptop, tablet) is used to access your support site, users can have a seamless viewing experience.|
5. Social Media
Social media is no longer just a place to connect with people who are close to you. Over the years, social media has evolved into a platform for customers to reach out to brands and seek necessary help.
When it comes to delivering customer service over the leading social media platforms like Twitter, Facebook, Instagram, etc., customer expectations are quite high. 48% of consumers expect brands to respond to their social media questions and complaints within 24 hours.
“Engaging customers on your social media pages is not enough. Listen to what they have to say about your brand and take every issue they post seriously.”
Why has social media become a hot topic in the customer service sector?
Social media is a powerful tool. We say that because every potential post has the power to reach thousands of people- even your prospective customers. Therefore, when you promptly resolve an issue posted on social media, you can go from zero to hero in a matter of minutes.
For instance, Nike is a brand that has made sweating glamorous. When it comes to social media support, they are equally good. Here is an example of Nike offering quick help to a customer on Twitter.
Benefits of using social media as a customer service channel-
- Makes you come across as a trustworthy brand that does not shy away from dealing with customer concerns in public
- You can leverage positive word of mouth and reach thousands of prospects
- Does not require heavy investment, all you need is an active social media page
- You can offer 24x7 support to customers irrespective of their geographical location
|💡 Pro Tip: Social media allows you to adopt a proactive customer service approach. For instance, if your business is facing an unexpected downtime, you can share a post on social media and let your customers understand the problem before they realize it themselves.|
6. Community Forum
As a business, you must have thought about how you can possibly use the rich knowledge and diverse experiences of some customers to help other customers.
Well, the right solution might have been under your nose the whole time. For creating a passionate community where members help each other use your product better, you can create an online community forum.
“A community forum is a great gift that your customers deserve.”
So, what exactly is a community forum, and how can it help?
An online forum is simply a virtual community where people who use your product can ask questions, share experiences, and offer tips about using your product. So simply put, an online forum can help you reduce support tickets, as customers can help each other without the need for an agent intervention.
For instance, Electronic Arts has successfully built an online community of gamers who can post questions, read top answers, and check for the latest updates.
Here are some great benefits of using a forum to solve customer problems
- With a forum board, customers can create new topics and offer solutions in real-time with little effort
- You can use such information to take action and improve your products and services
- Lets customers feel your business values their knowledge and expertise
- Helps you create an army of loyal brand advocates
|💡 Pro Tip: When your online forum is at a baby stage, chances are that you won't have a lot of contributors. Therefore, it becomes your job to take the lead and answer every post that goes unanswered. Encourage your service professionals to keep a firm track of every post and ensure there is no use of inappropriate language.|
How to Pick the Most Effective Support Channel?
Are you struggling to strike the right balance between your customer support channels? Are you unsure which channels to keep and which ones to let go?
If the answer is a yes, then continue reading.
In order to select the most effective support channels for your business, you need to ask yourself just three important questions. Here they are-
1. “Do we have the manpower required to offer support on multiple channels?”
Now, your customer service reps cannot take phone calls and chat with customers simultaneously. That simply isn't a practical idea. You would want them to handle one channel at a time and offer their undivided attention to a customer.
If you have a small team, go for channels like live chat and email, as using these channels, a single agent can respond to multiple chats or emails simultaneously. On the other hand, for bigger teams allocating the right human resources is still easier. Suppose, if 50% of your customers prefer phone support, you can train the majority of your service staff to handle customer calls efficiently.
2. “What type of support issues do we typically receive?”
To offer exceptional service, you need to examine the types of issues you most frequently get. For instance, if more customers contact your business to ask common questions, creating a dedicated self-service portal should get the job done.
On the contrary, if you receive a large number of tickets that demand urgent attention, you will probably need more human agents available upfront to attend to them.
3. “What do my customers want?”
Sometimes the answer to the most challenging questions can be found hidden with your customers. All you need to do is ask them directly.
Now, interacting with all your customers in-person isn't always possible. Therefore, you can share short surveys and ask them questions like:
You can always tweak these questions based on your needs or ask more questions. You are the captain of your ship! Once the surveys are completed, the responses to these questions will help you frame the best multi-channel support strategy.
Ready to Become a ‘Multi-Channel Support’ Powerhouse?
The truth is that customers are simple people who desire the same thing as you do. They want their questions to be heard and problems resolved as per their convenience.
When it comes to choosing the right customer support channels, the needs of your customers should dictate what support alternatives you make available to them. In addition to offering choice to your customers, you need to deliver consistent and reliable support across all channels to become a true multi-channel powerhouse.
Q1. What is customer support software?
Customer support software is used to collect, organize, manage, and respond to various customer support requests. Organizations adopt customer support software for efficient and faster customer service operations.
Q2. Which features make customer support software stand different?
Here are some must-have features of customer support software:
- Multichannel support
- Shared user dashboard
- Live chat support
- self-service knowledge base
- Canned responses
- Reports & analytics
Q4. What are the three most important things in customer service?
The three most important things in customer service are-
- Friendly and motivated representatives
- The use of technology for quick assistance
- Improving the customer experience
Q5. What are the best customer support channels?
The best customer support channels such as email, phone, live chat, knowledge base, social media, etc., can help any business offer 360-degree support to customers.
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