What is a support channel?
Email, Live Chat, Phone, Facebook, and Twitter are all Support channels. A support channel is basically a medium through which communication between you and your customers is done.
The best support ticketing system a company can opt for is one that combines multiple support channels. For example, LiveAgent is a multi-channel helpdesk so it integrates all live chat, email, social media, phone calls, and more support channels in one app.
Frequently asked questions
How do you define a support channel?
A support channel is a medium through which a customer can contact a company or brand. Customer service can be carried out not only through one channel, but also in multi-channel.
What are the most popular support channels?
The most popular support channels are email, social media, live chat, on-site support widget, forums or newsgroups, phone calls, and a self-service knowledge base.
What support channels can you leverage in LiveAgent?
In LiveAgent you can use all the support channels you need: e-mail, live chat, phone, Facebook, Twitter and a self-service knowledge base.
Expert note
A multi-channel support system can significantly improve response times, decrease cart abandonment, and enhance customer satisfaction. LiveAgent integrates all support channels in one app for optimal customer service.
A customer portal provides self-service access to product/company information and can improve customer satisfaction, engagement, and reduce support costs. Key features include a knowledge base, FAQ section, video tutorials, community forums, feedback/suggestion options, and ticket submission. Businesses should evaluate necessary features, customization options, ease of use, and security when choosing customer portal software. A helpdesk portal addresses technical support issues and provides customer service through call center, online chat, and email support. LiveAgent offers customizable helpdesk and customer portals with search widgets, feedback buttons, and multi-knowledge base functionality. Sign up for a free trial on their website.
The basic chat rules include maintaining correct grammar and spelling, providing a prompt response, avoiding the use of acronyms and abbreviations, using complete sentences, personalizing responses, and not sending ready-made answers thoughtlessly. LiveAgent offers a range of customer service and support tools.
Online support has become an essential aspect of customer service for all businesses, with countless advantages impacting customer satisfaction and affecting a company's long-term success and profitability. Offering online support means delivering customer service digitally through multiple channels such as email, live chat, social media platforms, messaging apps, etc. Gathering feedback, being proactive, and utilizing technology to improve support are all important. Companies need to avoid long response times, lack of personalization and empathy, insufficient training, ignoring customer feedback, and lack of monitoring and measurement. Online support provides convenience because it allows customers to access help at any time of the day, from anywhere, using channels they prefer.
Live chat is a key feature for businesses to enhance customer support and experience. It provides real-time communication with trained employees through quick and efficient options such as emoticons, video sharing, and voice messages. LiveAgent offers 15 customizable features and a free online chat system for customers to enjoy improved satisfaction, faster resolution times, and decreased ticket volumes. Effective live customer service also requires substantive value and communication channels such as live chat and live video chat.