What is Multichannel Support? - Helprace
Businesses run on many different channels, online, offline and 24/7. Regardless of where you are, if customers are looking for you, you gotta ensure you can easily maintain customer satisfaction.
And in a world where customer expectations constantly rise (customers and team members expect to contact and receive support in various ways), multi-channel support is also expected to be used. This means that everyone is expecting everyone else to change devices to reach your help desk.
Do you need multi-channel support?
Organizations that adapt multichannel support software end up ahead of the curve and are better positioned to respond to support requests origination from different sources using a single platform or and admin panel. Helprace is one such software, allowing you to combine support requests from different sources. Best of all - you only pay for the channels that you use and not for what you don't.
Here are some of the various support channels that you can easily enable in Helprace:
1. One-on-one, email, telephone, contact form
The right multichannel support software must have a number of ways to manage help desk or one-on-one communication. This means that being able to separate and act upon each separate request.
2. Community, self-service and idea management
Helprace is a community software designed for optimum self-service, idea management and the ability to organize support in a hierarchy most suitable for organizations. This is a main component of multichannel support - as it allows feedback to be gathered through a number of different channels.
3. A knowledge base and document depository
In true multichannel support fashion, a knowledge base or FAQ software is designed to deflect tickets. Helprace takes it a step further, allowing users to leave comments, add their own questions, rate/vote for articles if needed.
A multi-channel support from Helprace
Whether you like it or not, a multi-channel support is here to stay. It's also quite necessary for organizations to achieve long-term success in today's world. Whether you're a one-man business or a large-scale enterprise, you require a multi-channel support software. Sign up for your free Helprace 30-day trial to see how you can start offering great customer service in minutes!
