Here, we are describing the best communication channels to communicate with your customers. Dealing with chat, mail, or calling format and sharing any data.
Types of Contact Channels
Here are the four types of contact channels you need to know all about.
- Chat Contact Channels
- Written Contact Channels
- Voice Contact Channels
- Face-to-Face Contact Channels
Chat Contact Channels:
Some good reasons for chat contact channels becoming hugely popular. It’s the best way to offer fast customer service.
Here are four examples of channels.
- Live Web Chat :
Live web chat is mostly liked by 18-34 age group people over any other channels. The reasons are:
- Live chat can provide instant responses.
- It has reduced hold time compare to call support.
- It offers maximum and easy support.
- In the live chat, you can escalate to video or voice with a click of a button.
- It’s also a 24*7-hour channel.
Chatbots as a customer engagement just keep on growing.
Here are some key reasons:
- It is a like alternative to human-powered live chat.
- It’s used for multiple solutions at once.
- 24*7 hour service available
- Immediate response
- Mostly used for common FAQ services.
- Messenger Apps:
Messenger app has always had popular contact channels among the masses like Facebook Messenger or WhatsApp.
This becomes convenient and cost-effective. Now a day, all businesses can be used these messenger apps.
These apps can also help promote your business knowledge about the latest offers.
- Social Media:
Social media is one of the best channels for discovering your brands or business. It may help to engage a younger audience.
Mostly Companies used these channels and engaged customers more effectively and curate change in brand popularity.
Written Contact Channels:
Written customer contact channels can be email, post, and web forms. Customers used to contact organizations are more traditional channels.
Emails are used for communicating personal correspondence and customer support. It is a versatile tool for engagement.
The Email response overall for a customer service request is 12 hours.
Many organizations are moving towards paperless promotion and customer interaction. This day’s it’s mostly used for
- Official and formal communication
- Generate bills or invoice
- Update terms and conditions, accounts, and services.
Still, it is a very aspersive and time is taken communication channel.
- Web Forms:
One benefit of this contact channel, the customer does not lead to your website to get in touch. It’s a good method for collecting customer data, as customers need to fill out the form. This contact channel is a great option if you’ve received a lot of spam or want to control who can access your email address.
Voice Contcat Channels
Voice contact channels, will be used in conjunction with traditional web calls and phone calls to handle instant inquiries.
You need to know about different forms of Voice Contact channels.
- Traditional Phone Calls
A telephone contact service is a conventional choice for every service team. It’s the most popular contact channel for old people. This is a drawback of waiting a long time when the advisor is on call.
- Web Calling
Web call is a good way according to phone calls. It can increase your live chat conversation. There are no charges for support to customers, regardless of their geographic location.
Face-to-Face Contact Channels:
Face-to-Face contact channels are best for personalized customer service.
- Video Chat:
For some time now, Video Chat is booming for customer service. The entire customer like to video chat because it is easy for communicates. It’s a great contact channel.
- In-Store Appointments
Provide all customer service with original contact communication channels. The customer feels relaxed and comfortable with your in-store solution.
If you want to provide easier customer solutions, you need to recommend more customer contact channels for day-to-day queries.