Channels

Channels facilitate the exchange of information, inquiries, requests, and feedback between customers and the contact center. Modern contact centers often support multiple channels to provide customers flexibility and convenience in choosing how they want to engage with the company.

Each channel has its benefits and is suited to different types of inquiries and customer preferences. Contact centers often implement omnichannel strategies, seamlessly integrating and managing these channels to deliver a consistent and efficient customer experience across all touchpoints.

Common Contact Center Channels 

• Phone Calls (Voice): Traditional phone calls are a fundamental channel where customers communicate with agents verbally to seek assistance, resolve issues, or make inquiries.
• Email: Customers can send written messages or inquiries via email, and agents respond accordingly. Email is often used for non-urgent concerns or detailed inquiries.
• Live Chat: This real-time text-based communication allows customers to interact with agents through a chat interface on the company’s website or application. It’s useful for quick inquiries and support.
• SMS (Short Message Service): Customers can send text messages for inquiries, appointments, or updates, and agents respond via text.
• Social Media: Customers interact through various social media platforms (e.g., Facebook, Twitter, Instagram). They can reach out for assistance, share feedback, or ask questions.
• Video Calls: This is real-time communication that involves video and audio, similar to a face-to-face interaction. Customers use this for more complex issues or personalized assistance.
• Web Forms: Customers fill out online forms on the company’s website to request information, support, or provide feedback.
• Self-Service Portals or Apps: Customers use self-service options through websites or mobile applications to access information, perform transactions, or resolve common queries without agent assistance.
• Fax: Although less common today, some organizations still use fax as a communication channel, especially in specific industries.
• Mobile Apps: Customers use dedicated mobile applications provided by the organization to interact, seek support, make purchases, or perform various transactions.
• Chatbots and Virtual Assistants: These automated systems interact with customers using text or speech, handling routine inquiries and providing information before routing to a human agent if needed.
• Community Forums and FAQ Pages: Customers can access a knowledge base, ask questions, and get answers from company representatives and customers.