Why You Need Multi Channel Customer Service

Your customer service is a reflection of your brand, and can have a major role in the long-term success of your business. A lesson every business learns early on is that both great and poor customer service makes people talk about a brand.

Today, customers are more aware of the power of their voice than ever before, and they have countless outlets available to voice their opinions. Whether they’ve interacted with a rude representative, are concerned about the delivery status of their package, or are unhappy with your product, customers are quick to leave a Facebook comment or tweet about their experience, which can quickly escalate into a juicy scandal thousands will enjoy watching unfold.

So how do you manage all customer related questions and concerns? The ideal solution is multi channel customer service. By using various channels to interact with your customers, you offer them a choice, allowing them to use whichever channel they find most convenient.

Providing outstanding customer service doesn’t necessarily require that you offer every channel, but you should use the channels that your customers prefer. Basic channels such as phone, email, and social media are a necessity for every business, but there are others too, with new ones emerging every year.

Popular channels include:

  • Phone
  • Email
  • Live Chat
  • Helpdesk
  • Self-Service
  • Social Media
  • Video Chat

All of your channels need to provide equally exceptional customer service. Customers are more likely to recommend your store and return as a repeat buyer if they’re treated to a positive experience. A negative interaction, on the other hand, can spell disaster for your business, particularly if it’s picked up by a media outlet or an online community such as Reddit.

There are a lot of channels you’ll likely want to implement as your business grows, but that doesn’t mean you need to rush into it. Gradually introduce channels one at a time to ensure your quality of customer service remains high across all of them.

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