Be Everywhere Your Customers Are: The Power of Multichannel Support

In today’s digital world, customers expect to connect with brands on their terms — whether that’s through live chat, email, social media, or even the good old telephone. That’s why multichannel support is a must-have for any e-commerce business aiming to stand out.

Multichannel support means offering help across various platforms, so customers can reach you wherever they feel most comfortable. Maybe a shopper wants to ask a quick question via Instagram DM, or perhaps they prefer sending a detailed email. Some might even want to talk to a real person over the phone. 

By being available on all these channels, you’re showing customers that you care about their convenience. 

But it’s not just about being everywhere — it’s about being consistent everywhere. Integrating your support channels ensures that no matter how a customer contacts you, they get the same high-quality service. Tools like helpdesk software can unify conversations, so your team always has the full picture. 

Real-World Success: Wetsuit Outlet, a UK-based online water sports retailer, faced challenges with disconnected support tools across phone, chat, and CRM. This made it tough to assign tickets and track response times. 

By adopting a centralized ticket management system and multilingual live chat, Wetsuit Outlet streamlined all their customer communications. The result? A 38% reduction in response time and improved customer satisfaction scores-a clear win for both the business and its customers. 

🥑AVOS TOP TIP: Make it easy for customers to reach you and unify your support channels for a seamless experience. Your customers — and your team — will thank you. 

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