Multichannel support

Multichannel support refers to offering customer service across various communication channels, ensuring customers can reach out through their preferred method, whether it's email, chat, social media, or phone.

What is multichannel support?

Multichannel support enables businesses to provide customer service through multiple communication platforms. This approach allows customers to choose the most convenient channel for their inquiries, enhancing accessibility and satisfaction.

Why multichannel support is important

Offering multichannel support ensures customers can connect with your business in the way that suits them best. It broadens your reach, caters to diverse customer preferences, and can lead to faster resolution times and improved customer loyalty.

How to implement multichannel support

Identify key channels: Determine which channels are most relevant for your audience, such as email, live chat, social media, or phone support.
Ensure consistency: Maintain a consistent brand voice and service quality across all platforms to provide a uniform customer experience.
Work with AI agents: Use Neople to manage queries across channels, ensuring timely and accurate responses while freeing your team to focus on complex issues.

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https://www.neople.io/glossary/multichannel-support

AI agent

An AI agent is an autonomous entity that perceives its environment, makes decisions, and takes actions to achieve specific goals, often improving over time through learning.

AI chatbot

An AI chatbot is a software application that uses artificial intelligence to conduct human-like conversations through text or voice interactions.

AI in customer service

AI in customer service involves the use of artificial intelligence technologies to improve and automate customer interactions, making service more efficient and personalized.

AI ticketing

AI ticketing involves using artificial intelligence to automate and streamline the process of managing customer support tickets, improving efficiency and response times.

AI workflow

AI workflow refers to a structured sequence of processes and tasks powered by artificial intelligence, designed to automate and optimize various business operations.

Accuracy rate

Accuracy rate measures how often a system, such as a digital coworker, provides correct responses or completes tasks without errors.

Agent utilization rate

Agent utilization rate measures the percentage of time customer service agents spend actively engaged in handling customer inquiries relative to their total available work time.

Agentic AI

Agentic AI refers to AI systems capable of autonomous decision-making and taking actions to achieve specific goals without human intervention.

Automated customer service solutions

Automated customer service solutions use technology to handle routine customer inquiries, offering quick and efficient assistance without human intervention.

Average Handle Time (AHT)

Average Handle Time (AHT) is the average duration taken by a support agent to resolve a customer inquiry, including talk time, hold time, and follow-up tasks.

Average Resolution Time (ART)

Average Resolution Time measures the typical duration it takes for customer support to resolve a customer inquiry or issue, indicating the efficiency of the support process.

CSAT

CSAT, or Customer Satisfaction Score, measures customers' satisfaction with a product, service, or interaction.

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