Customers and Multichannel Interaction

Having only one or two support channels is never an effective approach in a time when businesses are expected to be available on multiple channels simultaneously and provide a seamless experience.

Customers have become more demanding as well since they now expect a choice in the channel through which they can get service.  Customers desire consistent experiences across all media.

This is the point where multichannel customer service comes into play and makes a significant difference for businesses of all kinds. It’s also increasingly important for providing speedy and convenient experiences on your customers’ preferred channels.  In order to engage customers online, your company must implement a multichannel strategy and maintain consistency across all of them.

What is the Meaning of a Multichannel Interaction?

With multichannel interaction, your customers can contact you through a variety of channels. Email, chat, phone, social media, and other communication channels are examples of these types of channels. You’ll observe that while some customers like the quick response provided by live chat software, others will choose to look up the answers on their own using a knowledge base. Basically, the concept is that each customer interacts with businesses in a unique way, and they desire you to be able to respond to all of them professionally and quickly.

Multichannel Customer Support: Why It’s Important for Your Business?

Brands increasingly understand the need to have a wide presence spanning through all channels, to successfully handle customers and provide them with wonderful experiences. Today, 51% of businesses engage, communicate, and interact with customers over at least eight channels. Customers will always receive value from your company when it is accessible through a variety of channels.

Your company can benefit from multichannel support in numerous ways.

  • Convenience for customers: Customers always want to be free to interact with a company that is present on several platforms and accessible when and where customers want them.
  • Faster resolution time: Companies with a multichannel customer service strategy can respond to customers’ questions quickly, which leads to a faster response time.
  • Consistent customer experience: A company can provide customers with the freedom to switch between channels while getting their questions answered by using a variety of customer care channels.
  • Effective team productivity: Agents can be deployed to different customer service channels based on their areas of expertise, and this frequently reduces the workload, resulting in an increase in team productivity.

Deciding which channels to use

Deciding which channels to use

Take some time before launching your channels to see which may have the most impact and demand. For instance, remember to ask customers for feedback on your usual channels or during other encounters to see if they have other preferences. Second, conduct market research to determine which channels are appropriate for businesses like yours. In order to choose which channels you’ll use, it can be helpful to be aware of the overall benefits and drawbacks of each one.

  • Phone call: This might be excellent for customers who need guidance through a procedure, such as learning how to complete a particular activity in your program, but it might fall short if the request is extremely complex and necessitates a detailed study.
  • Live chat: The ideal way to address queries that can be found in your knowledge base is through live chat because you can give them articles with instructions or if a customer wants to get in touch with you right away. However, don’t plan on using this for prolonged chats, such as when going over detailed step-by-step instructions.
  • Email: Email is crucial for exchanging sensitive files or technical information, as well as for keeping track of your communications with users. However, it’s possible that using this channel may require more back and forth communication with your customers.
  • A knowledge base is ideal for customers who do not wish to contact you but value a bank of information. Though not everyone’s wants are met by this method. Even the most comprehensive knowledge repositories may lack certain articles or details, ensure that you make a provision for other means of communication.
  • Social media is perfect if your target audience is online and frequently communicates with you through comments or direct messaging. However, since customers want quick responses you must be present on your smartphone at all times or have someone from your customer service team who is.


Being available to cater to the needs of your customers is not only important for your business, but it’s the bedrock of a successful business. Dealing with hundreds and thousands of customers every day might not be something your team members are used to. However, EmpireOne Global Solutions has systems in place that respond swiftly to your customers’ needs. We make use of recent technologies like AI and machine learning, as well as the expertise of our customer care team members. You don’t have to overwork your staff, so they can focus on core tasks. Let EmpireOne Global Solutions take care of your customer service.