In today’s fast-paced, tech-obsessed world, managing customer relationships can feel a little like herding cats – only the cats are armed with smartphones, social media accounts, and an unsatiable need for immediate responses. That’s where mastering the art of customer contact channels becomes crucial.
Whether you’re a seasoned contact center manager or an IT director looking to upgrade your customer engagement tech, managing your customer contact channels must be at the top of your priority list.
But what are customer contact channels?
Customer contact channels are the channels your customers use to communicate and interact with your business. These channels let you communicate and create efficient, long-lasting customer relationships.
What’s more, you can enhance the customer experience, create brand recognition, and influence sales.
Let’s dive into the eight customer contact channels you should be using to grow your business.
8 Customer Contact Channels You Should Be Using to Grow Your Business
1. SMS/Chat
Aside from voice, SMS and chat are the most used communication channels because everyone has 24/7 access to their phones. Business texting has clear advantages: it’s user-friendly, accessible, and less intrusive than voice calls. Plus, you can use SMS for lead generation, sharing new products or promos, or letting customers know about upcoming webinars and events. Like SMS, chat allows you to engage customers in instant, live conversations. Both are great for resolving issues quickly and efficiently and providing 24/7 support.
Learn more about our business texting platform, Bubble.
2. Voice
It comes as no surprise, voice is still one of the most popular channels across generations in customer communications today. Customers prefer to just call in to talk through financial issues and payments. And they if they’re dealing with complex issues and customer complaints, they want to call in, because it’s easier to convey sincerity and empathy. There’s also something to be said for having your voice heard (literally!).
3. Email
Email is great for communicating with customers, building their trust, and keeping them updated on your brand. Of course, you can send weekly newsletters, spotlight new products, and share relevant content like flyers, datasheets, and more. But it’s also a great way for customers to reach you with questions or concerns.
4. Live Chat
Your customers want to reach you in a way that’s convenient for them. So, adding things like live chat to your site lets you offer real-time support, giving them answers without leaving your site. It’s ideal for addressing immediate concerns and improving customer satisfaction.
5 Social Media
Social media is a crucial part of a digital customer experience strategy. More and more businesses are interacting with customers via social media platforms like LinkedIn, Instagram, Facebook, and X. These platforms allow customers to communicate with you and interact with your posts. This creates personalized interactions that enable you to get your brand in front of a larger audience.
6. Chatbots and AI
Automate your responses to common questions and issues while providing 24/7 access to support using automated chatbots and AI. Bonus points, because it’s automated, your agents are free to handle more complex tasks. This improves your efficiency and customer satisfaction.
7. Video Chat
Video chat is ideal for providing face-to-face support and creating a more personal connection. It’s particularly useful for technical support, product demos, and consultations. Or, in the financial services industry, you can add video tellers through video chat to address financial concerns.
8. Self-Service Portals
Empower your customers to find answers and solve problems on their own through FAQs, knowledge bases, and community forums. Self-service options reduce the load on your customer service team and lets customers find solutions at their convenience, without waiting on hold for your call volume to break.
Communication channels are an essential part of your business strategy. Learn more in our blog.
Invest in the Channels Your Customers Use
When choosing which customer contact channels you want to use, keep in mind the channels your customers already use, and which channel will best convey the message. Do your research, see which channels your audience responds to, and then lean into those specific channels.
This blog originally published on August 15, 2021, and was most recently updated on July 24, 2024.
