What is Multichannel Customer Service? - Helprace
As customer expectations rise and demand on support increases, it becomes important for support representatives to offer the right amount of support via various channels. Helprace gives support teams (as well as organizations) the maximum in flexibility when it comes to offering great support.
What are some other, popular aspects of multichannel customer service?
Email as part of multi-channel customer service
Many consider email (via help desk software) to be the be all and end all support channel. However, many customer service systems (Helprace included) offer a number of other channels as part of the email umbrella. This can mean telephone tickets (through telephone calls), chat transcripts, automated emails by API, and contact form messages.
Self-service as part of multi-channel customer service
The knowledge base is also an important component of support. With a self-service portal where customers are able to submit and manage requests easily, it's important to also give your customers the ability to leave feedback and to give support departments something to consider when publishing new content.
Idea lab as part of multi-channel customer service
When customers send an idea to the support department, it needs to be carefully lodged, organized and prioritized. Then when idea management has been successful (has gathered votes or comments), it's important to change its status and let everyone know once the idea is implemented.
Feedback tab as part of multi-channel customer service
Customer service with a feedback tab is always important, meaning that it's always better to offer great support easily, directly on your website. In the spirit of true multichannel customer service, you are able to gather many types of feedback in a central place.
Ready to start offering true multichannel customer service?
The best part? You only pay for what you need to use (and not for what you don't). Start using Helprace today and make sure your customers stay happy at all times. With the Helprace multi-channel customer service software, it's designed to make email handling communication from various sources a breeze.
As such, providing customers with a dynamic support is supposed to be easy, especially with the right multichannel customer service software. Find out how Helprace can help by signing up for your free, no-obligation 30 day trial.