Mastering Multi-Channel Support: Best Practices for Email, Chat, and Phone

Today’s customers expect seamless, responsive support, whether by email, chat, or phone. For customer support professionals, mastering each channel isn’t just a technical requirement; it’s a crucial skill for building trust, resolving issues efficiently, and delivering a consistent experience.

In this CS Mastermind, guest host Kristi Faltorusso and two industry professionals--David Ellin and Kevin Metzger--discuss practical tips, proven techniques, and channel-specific best practices to improve their communication, reduce resolution times, and foster stronger customer relationships across every interaction point.

During the live event, the panelists discussed:

Common pitfalls when switching between channels, and how they can be avoided
Exceptional phone support interactions, creating rapport quickly, and maintaining personalization
Prioritizing tasks or tickets when working across multiple support channels
Tools or systems help streamline workflow across different communication platforms
Ensuring consistency and adapting tone between multiple agents and channels

By the end of the learning session, you’ll have lots of good advice and tips on navigating and optimizing multichannel support strategy.

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