Eternal standbys such as calling and email aren't the only channels of communication in use today. The digital explosion has introduced all sorts of new channels that your call center can use. All of them have their place, though some are more essential than others.
The Essential Channels of Communication
Besides phone calls and email, three modern communication channels hold especially great interest. For one, chatbots empower call center agents by streamlining their labor. Additionally, live chat marries the advantages of email and calling while social media is an excellent hub of support resources.
Classic Channels: Calling and Email
Calling and email are the titans of communication in customer interactions and will likely remain so for a long time. It hardly requires any explanation as to why they're so influential, but for a long time, they were the only practical means of delivering customer support. Calling offers a customer the undivided attention of an agent and a human touch that's older individuals will find lacking from other mediums. Email, on the other hand, provides a documented trail of interactions that are easily tracked and organized. Together, these two workhorses will remain the backbone of customer service for the foreseeable future.
However, many people dislike phone calls, and anxiety regarding phone calling is prominent among younger people. Email responses rarely come quickly, so it isn't quite a suitable solution in itself. New technical solutions do an excellent job of complementing the traditional channels of communication and filling gaps that exist between them.
Many people fear that innovation and automation will replace human labor, but chatbots show how automation enhances it. Chatbots are no replacement for human support agents but an excellent supporting tool, as they can streamline the customer support process. Clearing up the simplest customer support problems and directing complex problems directly to relevant personnel saves labor hours and empowers your agents to specialize.
A chatbot can seamlessly transition into a text-based live chat with one of your agents. Live chat doesn't have the same social demands of calling, making it an inclusive option for those with anxiety. In comparison to email, it offers greater responsiveness and a more direct, solution-oriented communication format. Next to calling, live chat benefits from the ability of one employee to handle multiple cases simultaneously. Additionally, data is more easily gleaned from text-based live chat sessions than from recorded calls.
There are many different applications for customer support to make use of social media. Some companies even offer live chat with employees via social media, although many prefer directing customers to their websites. Most popular social media services enable the use of chatbots, so you can create automated responses tailored to either strategy. Since customers often find their way to social media support pages, this channel can serve as a directory brimming with accessible support info.