Service channels: where to communicate with your customers.
Posted: Wed Jan 29, 2025 6:05 am
See how to exceed your customers' expectations with faster, simpler service.
With the change in consumer habits , when consumers contact a company, they expect service through customer service channels to be fast and satisfactory.
This happens because, with technology, everything is more immediate and this expectation also applies to the response time of online service.
Is your company prepared to meet these expectations? Then read this blog until the end and see what you should do to avoid making mistakes when serving your customers.
What are service channels?
Firstly, service channels are mechanisms for relationships between your company and your customers. In other words, they are points of contact for sales to be made and for the consumer to have all the support they need.
That's why the speed of responses and the quality of service line data through these channels will make a difference to your business's sales.
What are the service channels?
There are several customer service channels that can be used in your company. For example:
CUSTOMER SERVICE (SAC)
The SAC is one of the oldest and most widely used customer service channels in existence. It works as a contact center that receives all requests from consumers, usually by telephone. It is important for the SAC to have its own trained team.
E-MAIL
It may not seem like it, but email is still widely used as a communication channel between companies and customers, especially among big brands. It allows for more efficient, clear and direct communication with the consumer.
Furthermore, it is customizable and allows the creation of well-defined messages that address each topic in a different and attractive way for the customer.
OMBUDSMAN
It is an exclusive service channel for complaints and suggestions. In other words, your customers will be heard through it.
Therefore, it is necessary to have a well-trained team that has the autonomy to respond to customers quickly and effectively, preventing complaints from getting worse and dissatisfaction from increasing.
SELF-SERVICE
One channel that is becoming increasingly common is self-service. In this channel, customers can solve everything they need without the help of an attendant. FAQs, for example, are a database of content created by the company to resolve customers' main questions about products and services.
With the change in consumer habits , when consumers contact a company, they expect service through customer service channels to be fast and satisfactory.
This happens because, with technology, everything is more immediate and this expectation also applies to the response time of online service.
Is your company prepared to meet these expectations? Then read this blog until the end and see what you should do to avoid making mistakes when serving your customers.
What are service channels?
Firstly, service channels are mechanisms for relationships between your company and your customers. In other words, they are points of contact for sales to be made and for the consumer to have all the support they need.
That's why the speed of responses and the quality of service line data through these channels will make a difference to your business's sales.
What are the service channels?
There are several customer service channels that can be used in your company. For example:
CUSTOMER SERVICE (SAC)
The SAC is one of the oldest and most widely used customer service channels in existence. It works as a contact center that receives all requests from consumers, usually by telephone. It is important for the SAC to have its own trained team.
It may not seem like it, but email is still widely used as a communication channel between companies and customers, especially among big brands. It allows for more efficient, clear and direct communication with the consumer.
Furthermore, it is customizable and allows the creation of well-defined messages that address each topic in a different and attractive way for the customer.
OMBUDSMAN
It is an exclusive service channel for complaints and suggestions. In other words, your customers will be heard through it.
Therefore, it is necessary to have a well-trained team that has the autonomy to respond to customers quickly and effectively, preventing complaints from getting worse and dissatisfaction from increasing.
SELF-SERVICE
One channel that is becoming increasingly common is self-service. In this channel, customers can solve everything they need without the help of an attendant. FAQs, for example, are a database of content created by the company to resolve customers' main questions about products and services.