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~ ShopCtrl ~

with a company. For companies, it offers the benefit of Customer Support needs dedicated agents to manage all of the
providing service to individuals more efficiently. However, different channels. If a company does not have these dedicated
the concept of Multi-Channel Customer Support also carries agents, Multi-Channel Customer Service can quickly become
some risks.” a burden to a company and its customers. Since the agents
cannot handle the workload, the customers will have a negative
The different channels experience,” says Toine Bastiaans. A company has to decide
It is critical to consider the preferences of your customers. whether or not the customer support department is ready
The more traditional communication channels, such as phone to handle this by themselves. If not, there are options for
and email, are still popular, especially among Generation X. outsourcing customer service.
On the other hand, Generation Z and Millennials prefer to
communicate through Everything in one platform
channels such as live When a company decides to
“MULTI-CHANNEL
chat, social media and offer Multi-Channel Customer
WhatsApp. Getting a Support, it is vital to be able to
support response email manage all of these channels
minutes on the phone. CUSTOMER SUPPORT within one platform. This makes
within five minutes is very
it a lot easier for the company
different from waiting five
and its agents, as agents will
the patience of a customer. PROVIDES BENEFITS be able to assist the customers
One sounds very efficient,
more efficiently. ShopCtrl
but the other could test
FOR A COMPANY. ”
new communication module
Waiting for a response on started off by first creating a
live chat for too long can to allow the possibility to
leave a bad impression connect with your customers in
on your business. Not a different way. Mailing differs a
only their favourite lot from instant messaging, and
channels should be taken different software is needed to
into consideration, but you should also avoid sacrificing the make this possible. ShopCtrl created a type of infrastructure
quality of their experience. You need a balance with a form of to combine all of the varying channels into one application.
Multi-Channel Customer Support that also works for your Not only does ShopCtrl offer every channel within one
support team. application, but it also offers a ticket system. A ticket number
can connect all of the previous and coming conversations
Customer satisfaction and higher retention rates between a particular customer. In addition, orders can also
Offering Multi-Channel Customer Support can provide be connected to the concerning ticket or conversation. This
quite a few benefits for a company. It can give different will make communication between a customer and an agent
options to people on how they would prefer to communicate more efficient and pleasant. Questions would not have to be
with the business. In addition, it can also provide a repeated, and it can lessen contact moments. ••
seamless experience for the customer as ratings and reviews
are super important these days. Since they are provided
with multiple communication channels, it can lead to an
increase in customer satisfaction and higher retention
rates. Also, companies can differentiate themselves from
their competitors by offering numerous channels to their
customers. Exceptional customer experiences can make
people become advocates of a company.

Organize your customer service
Even though Multi-Channel Customer Support can offer
many benefits, it also carries some risks. It is necessary to have
multiple dedicated customer service agents available to manage
Multi-Channel Customer Support. For example, live chat
requires agents who can reply within seconds and provide the
customer with a satisfactory answer. Not only do the agents
need to reply quickly, but they must also be able to switch their
attention between mail, telephone and live chat. In this case,
live chat and/or telephone calls take priority. “Multi-Channel

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