Give your customers choice on how they contact you without increasing your team
Multi-channel support has become an essential part of customer service. 70% of customers globally prefer brands that provide service across multiple channels,* so you’ll improve customer loyalty and even average spend by offering many options for support. But how do you manage them all?
OpenContact’s omni- and multi-channel support ensures your team can meet customer expectations efficiently and professionally, whether queries come through email, social media, live chat or phone.
What is multi-channel customer support?
Multi-channel customer support means offering your customers multiple ways to contact your business. OpenContact manages queries seamlessly across a range of channels, ensuring consistent service and continuity. Our agents:
- Respond promptly to email, phone, live chat and social media enquiries
- Maintain your brand’s tone of voice and messaging guidelines
- Provide continuity between your internal team and ours for smooth customer experiences
- Resolve queries accurately and efficiently to improve satisfaction and retention
How does OpenContact’s omni- and multi-channel customer support service work?
1. Decide which channels to cover and when
We can manage just a few of your most important channels, or we can integrate omni-channel support into a total customer contact management solution, combining phone, email, live chat, social media and more. Support is available across weekdays, weekends and bank holidays, with scalable staffing to cover overflow and campaign surges.
2. We integrate with your systems
We’ll work with you to create a blueprint for your business so our agents are trained on your products, services, scripts and CRM tools. This helps them work as an extension of your team, ensuring your customers get the same service no matter who they speak to.
3. Receive insights and reports
Once we’ve started managing your contact channels, you’ll receive detailed reports covering volumes, response times, enquiry types and outcomes, helping you monitor performance and optimise your customer service strategy.
