Why you should develop a strong multichannel customer service experience


This guide outlines how a multichannel strategy can improve and strengthen the customer service experience for your clients.

Multichannel customer service can be defined as a way through which businesses provide multiple communication methods for engagement with their customers. This might include incorporating social media, chat, email, phone, and knowledge base, among others, to improve the customer service experience.

Why is a multichannel important for customer service experience?

This is important because customers are different and they all want to reach businesses differently. While one customer would like to talk to a representative through a phone when they have a problem, another customer might prefer a live chat feature.

The bottom line is that even though customers might reach your business through different means, you need to make sure that you are in a position to respond to all of them professionally to improve the customer experience.  This is the main reason you need a strong multichannel customer service experience strategy. Unfortunately, some business owners and managers do not know what to do to develop one. Here is what you need to do;

Identify the Channels Preferred By Customers

Most customers will interact with businesses that provide them with multiple channels of customer service experience communication. This is because they know that in a situation where one channel does not work – although this should never happen – they can use an alternative channel.

With that in mind, you need to make sure that you have working communication channels. This can go a long way in helping you attract new customers since they can see that you understand and are willing to meet their demands.

If, for example, your customers prefer calling to emailing, then you need to make sure that you have a stable phone system. You can even get a secondary phone number to ensure that your customers will always get to you even when your primary number is engaged.

There are many communications channels for you to evaluate for the customer service experience, as discussed above. You, therefore, need to make sure the channels you use work well for your business and customers.

Link Communication Channels to a Single Interface

When a customer contacts your business, they expect you to respond within seconds, depending on the nature of their query. If they spend too much time before getting a response, they might start doing business with your competitors.

Developing a strong multichannel strategy for the customer service experience means that your business representatives have to respond to multiple queries at the same time. If they have to move from one interface to another, they might take a long time before responding, something that can push away your customers.

You, therefore, need to find ways of making things easy for them. One way of doing that is linking all the communication channels to the same interface. This will ensure that they can see all messages and respond to them quickly.

Deploy the Use of Chatbots

Did you know that some customers do not care who or what they are talking to as long as their problems are solved? Well, this should encourage you to look at other ways through which you can engage with them.

Today, technological advancements have opened a new avenue for businesses to invest in chatbots as part of their customer experience support. These chatbots come with a lot of features such as automatic responses, meaning that they can handle some queries without intervention.

Chatbots are essential when improving the customer journey at different touchpoints of your business. In addition, they help cut operational costs, improve response time, and help in the growth of your business through elevating the customer service experience.

Evaluate the Performance of Your Communication Channels

Even though you might have developed a strong multichannel customer service strategy, not all of them will perform well. In addition, your customers might stop using some of the channels like they did before.

This means that you need to evaluate the performance of each of your channels to see how they perform. You also need to keep tabs on customer trends to see what they want when talking to businesses. With this, you can identify the channels that need changes to improve the customer service experience, or those that are no longer in use. Always make sure that your customers are getting what they want.

How a multichannel customer service experience benefits your business

A multichannel customer service strategy is going to benefit your business in many ways. Some of these benefits include;

Reaching Many Customers

Developing a multichannel customer service strategy makes it easy for existing and new customers to reach you. Every customer has a means of communication that they like, and having it in your channel means that they can talk to you via their favorite means.

If, for instance, your business operates through mobile applications, then make sure that you have the most efficient means of communication on a mobile app. With this, you will easily communicate with every other customer who visits the mobile app.

Improves Customer Satisfaction and Retention

Making sure that your customers can reach you through various means makes it easy for them to communicate with you. If a customer prefers emails to live chat and they can reach you effectively, then this will boost their satisfaction with the business.

This, in turn, will help you boost customer loyalty and retention. However, loyalty is not brought by how customers communicate with your business only. It is also determined by how satisfied they are with the answers they get from the calls as part of the customer experience, as well as your products and services.

Gives You a Competitive Advantage

The modern business environment is very competitive. Businesses are doing everything they can to attract new customers to survive. If you cannot provide the communication channels that your customers like, they are likely going to shift to your competitors.

On the other hand, implementing a strong multichannel customer service experience gives you a competitive advantage over your competitors. It helps you attract customers who cannot find their preferred communication channels from your competitors.


In conclusion, communication is very important for the success of every business. Depending on how your business interacts with its customers, you might find yourself in a situation where you are making losses instead of profits.

However, developing a strong multichannel customer service experience can help you grow your business. You can follow the guide in this article to learn how and why you need one for the business.

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