The digital channels guide


The top digital channels and how to use them

When contact centers see an influx of conversations, brands can face serious capacity issues. Digital channels are release valves that can ease that strain while dramatically reducing costs and increasing customer satisfaction.

Messaging channels like SMS, WhatsApp, Google’s Business Messages, and Facebook Messenger offer greater efficiency than session-based channels like voice and traditional chat. Asynchronous conversations allow customers to engage in real-time or any time, improving convenience, first contact resolution (FCR), and scalability. This guide provides key information on the top channels around the globe to give your care team the edge it needs to to handle volume effectively.

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