The digital channels guide for customer service professionals

When contact centers see an influx of conversations, capacity quickly becomes an issue. But digital channels serve as release valves — easing strain while dramatically reducing costs and increasing customer satisfaction.

Messaging channels like SMS, WhatsApp, Google Business Messages, and Facebook Messenger are more efficient than session-based channels like voice and traditional chat. Asynchronous conversations (not limited to a specific time frame) enable customers to engage in real time or at any time — improving convenience, first contact resolution (FCR), and scalability.

Here we provide key information on the top channels that give your care team the edge to handle volume effectively.

Do you have a strategy to reduce expensive, unsatisfying calls?

What digital channels do your customers use to contact you?

1. Identify high-traffic entry points

Where do consumers most frequently go to ask questions? Are you offering more than just a 1-800 number?

• Search: most common customer journey starting point; results often highlight contact channels to make it easy to call or chat.

• Website: home pages, contact us pages, support pages, ecommerce portals

• Maps: a common alternative to a web search to find a brand's contact info

• Phone and IVR: phone numbers that connect to interactive voice response (IVR) systems

• Mobile app: "contact us" buttons in brand-owned apps

• QR codes: scannable codes on physical collateral, in-store or online

These channels support a messaging conversation anywhere you can embed a hyperlink from buttons on your site to email footers to QR codes.

2. Offer customers a digital choice first

If your homepage, "Contact Us," or "Get Support" pages on your site feature your 1-800 number, this is the best place to start. Promote your messaging channels anywhere you promote your phone number. Studies show that when given a side-by-side choice between messaging and a 1-800 number, 8 out of 10 customers will choose messaging.

3. Add and promote more channels as you grow

Identify the channels your customers are already on, then build support experiences there. Have a large Facebook following? Alert your audience that they can get help on Facebook Messenger. Have a large international customer base? Turn on WhatsApp Business for inbound and outbound messaging.

The more channels you add, and the more visible your entry points, the more you can decrease customer care costs.

To learn more about transforming your contact center with digital messaging, chatbots, and self-service, check out our Digital Service Funnel ebook.

Chat on your website — your first line of communication

Audience

All visitors to your website: customers, prospects, fans, media, investors, etc.

Top benefits

• Enhances agents

• Reduces calls

Key features

• Supports chatbots

• Proactive notifications

• Quick replies & rich media

• Throttle volume

Unique entry points

Search results page

The richest experience for iOS users

Audience

Users on 1.5B Apple devices worldwide

Top benefits

• Enhances agents

• Easy to find

• Reduces calls

Key features

• Supports chatbots

• Quick replies & rich media

• Throttle volume

• Native payment

Unique entry points

Apple Chat Suggest

The most convenient messaging entry points

Audience

Users on billions of Android devices, as well as iPhone users

Top benefits

• Enhances agents

• Easy to find

• Reduces calls

• Conversational marketing

Key features

• Supports chatbots

• Quick replies & rich media

• Throttle volume

Unique entry points

Google Chat Suggest, and Organic & Local Search

The world’s largest social network

Audience

1.3B users, 60% of US mobile users, leading messaging app in the US and 56 other countries

Top benefits

• Enhances agents

• Easy to find

• Conversational marketing

Key features

• Supports chatbots

• Proactive notifications

• Quick replies & rich media

Unique entry points

Facebook ads and Facebook shops

The world’s most popular messaging app

Audience

Over 2B users, 56% of mobile users worldwide, 20% of US mobile users, leading messaging app in 112 countries

Top benefits

• Enhances agents

• Reduces calls

• Conversational marketing

Key features

• Supports chatbots

• Proactive notifications

Unique entry points

Proactive notifications

Where your customers discover brands & shop

Audience

1.2B users worldwide

Top benefits

• Enhances agents

• Easy to find

• Conversational marketing

Key features

• Supports chatbots

• Quick replies and rich media

Unique entry points

Instagram ads, Instagram shops, and Instagram stories

Basic text messaging for reliable, convenient engagement

Audience

Over 5B mobile device users, however often not the most popular channel depending on country

Top benefits

• Enhances agents

• Reduces calls

Key features

• Supports chatbots

• Proactive notifications

• Throttle volume

Unique entry points

IVR deflection and Proactive notifications

The north star for true success is to be wherever your customers are whenever they need you. Modern contact centers must deliver effective and efficient care that meets customer expectations.

Khoros Care helps brands serve customers on their digital channel of choice with unmatched operational insight to boost customer satisfaction and reduce costs.

By unifying multiple channels in a single workflow, Khoros gives agents the ability to scale and engage across touchpoints, including:

• Messaging apps, like Facebook Messenger, WhatsApp, Apple Messages for Business, Google's Business Messages, and WeChat

• Social networks, like Facebook, Twitter, and LinkedIn

• Reviews, like those on Google Play Store and iOS

• In-app and web messaging

• SMS

• Owned communities, forums, and knowledge bases

With 2,000+ customers, Khoros powers approximately 500 million digital interactions every day. From social media to online communities and messaging to digital customer care, Khoros helps companies authentically connect with customers throughout their journey.