Beyond Voice: The Rise of Multichannel Support Email, Live Chat & Back-Office

In customer service, multichannel support refers to offering several different communication platforms—such as voice calls, email, live chat, chatbots, and back-office support—allowing customers to choose the most convenient channel. Each operates independently.

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Beyond Voice: The Rise of Multichannel Support Email, Live Chat & Back-Office: ext_6737219 — LiveJournal

Introduction The digital customer experience is changing fast. While voice support remains a cornerstone of call center operations, it's no longer the only channel customers rely on. Today, businesses must offer email, live chat, and back-office serv