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Multi-channel support allows your customers to reach out to your customer service team via multiple channels like email, chat, phone social, etc. As your business grows and the volume of your support queries increases, you may feel the need to offer multi-channel support to cater to your customers’ diverse channel preferences and improve their overall customer service experience.
If you are offering multi-channel support, you should integrate all your support channels into your helpdesk. Doing this will allow you to route all the customer queries you receive across different channels back to your helpdesk so you can manage every support interaction from one place. It’ll help you get a holistic picture of everything that’s happening within your support team.
