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The benefits of a multichannel contact center solution

Multichannel solutions help to meet customer expectations any time and anywhere. To create a positive experience with the company, it is essential to provide the customer with the proper solutions. These are available through various communication channels.

Phone calls, email, chat, video calls, social media, SMS, ChatBots solutions, and FAQ sections are some of the most popular communication channels used and preferred by customers.

Typically, companies prefer to combine multiple communication channels, such as chat, email, and phone, to provide a more comprehensive range of coverage. The Frequently Asked Questions (FAQ) section on the website also helps solve certain situations so that the client does not have to contact a support agent.

According to Statista, 40% of customers have stopped doing business with a company due to poor customer service solutions. As a result, it is critical to provide customers with solutions available through multiple channels. Assembling a Customer Journey Map can help you find how to support your customers. FAQ with the most common questions can help a customer find the answer without contacting a live support agent.

Both customers and companies benefit from multichannel solutions. Here are some of the benefits:

  1. Improve customer retention rate

Customers’ relationships with a company improve when they have multiple channels when seeking support. By allowing current clients to solve a problem as soon as possible, you increase retention and build loyalty. They will also be eager to share their experience with family, friends, or acquaintances, potentially increasing your sales.

  1. Gain a competitive advantage

Offering multichannel support gives you a competitive advantage since it makes the customer experience easier and more enjoyable. In some industries, where differentiating by prices or services is difficult, multichannel support can be the advantage you provide to distinguish yourself from the competition.

  1. Reach more potential customers

The more customer service channels you use, the more likely other people interested in your services will find you. For example, if you know that most of your customers prefer to interact through chat for uncomplicated situations, why not provide this option? Chat can also be a convenient channel for potential customers, who are interested in your services. Sometimes phone calls discourage customers from reaching a company.

  1. It a cost-efficient method

Customers who encounter specific issues will find answers more effortless and will no longer need to interact with a support agent if valuable information is available in the FAQ section or chat.

We must be present where our customers are. A specialist analysis can help you identify what kind of assistance you need and which channels you should be present on. Valoris has experience providing support through various channels, such as phone, e-mail, SMS, chat, video, as well as social media.

Contact us to get a customized offer for your business.