Relationship: 7 main types of customer service

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Regardless of the market segment, recent times have shown how important it is to maintain a closer relationship with customers. Whether for products or services, online or in-store, it is essential to consider that all points of contact build the consumer experience. Customer service can be a decisive factor when facing the competition.

Therefore, before choosing the channel, it is necessary to evaluate the types of service available to understand the consumer's needs and the area of ​​operation of each company.

Regardless of the channel chosen, it is necessary to be qatar whatsapp lead aware of several requirements of today's consumers when it comes to customer service. Quality, dynamism and autonomy are some of the factors that make any tool successful.
Do you want to delight your customers from the very first contact? Check out how to generate the best experiences through customer service channels below.

1. Presence at the Point of Sale (POS)
Despite still facing some barriers due to the COVID-19 pandemic, physical points of sale, such as brick-and-mortar stores, fairs and stands, are still an important traditional channel for many businesses. In these cases, those who serve customers need to act as consultants to answer questions with great kindness and efficiency. Therefore, having a well-trained team is essential to convey the true essence of the company to the customer.


2. Telephone
One of the most widely used services by companies of all sizes, telephone service should generally serve as a channel to clarify doubts and resolve issues efficiently and quickly. Large organizations end up using the channel as a hub, which can combine different services, from customer service to conducting surveys to evaluate experiences with the brand.

However, among the many requirements to make this channel a truly efficient tool, not leaving the customer waiting is essential. If the company uses or intends to use this type of service, it must be aware of the legislation regarding telephone support.

3. Email
Email is another widely used channel because it has great advantages, such as not generating costs and not demanding much time, either from the customer or the employee. However, it is necessary to pay attention to the management of the channel. Organization is essential to avoid future problems. Through emails, it is possible to create a history of information, which makes service faster and of higher quality.



In addition to acting as a receptive service channel, email can also be used for satisfaction surveys and to request feedback.

4. Chat
Chat is one of the fastest ways to provide customer service today. Through it, consumers can easily ask simple questions. Customers usually receive help from a system that already has pre-defined answers to frequently asked questions. This means that small problems can be resolved quickly.

The famous chatbots can be implemented directly on websites or can also be used on social networks, as is the case with Facebook.

Automation in customer service has several advantages, such as:

– Agility in service; – Speed ​​in problem solving; – Optimization of employee routines.


5. Self-service
Self-service is an excellent tool for those who want to speed up the resolution of customer issues and reduce the demand on employees. In addition, it provides total autonomy for consumers.

Generally, this channel is represented by the FAQ area on a website with the main problems and questions and their respective solutions, which ensures that, initially, the consumer will not need to resort to an attendant.

Tip: Talk to your sales and/or marketing teams to find out what your customers’ main pain points and questions are.


6. Social networks
They are already part of our routine! In addition to acting as powerful channels for promoting our brand, social networks are essential for maintaining interaction with consumers.

With agility, convenience and low cost, it is possible to identify opportunities and also help people who are dissatisfied or who are experiencing a problem. But be careful, as consumers are constantly using the networks, there is a high expectation regarding the response time and the tone of the company's language.


7. Omnichannel Service
Have you ever had the experience of receiving one piece of information from a company over the phone and another piece of information via chat, without knowing which was the valid information?

Well, companies that plan to serve their consumers through different channels need to know about omnichannel service. The omnichannel concept is to consolidate communication with the customer in an integrated manner, across different channels, whether online or offline.

In this way, in addition to the company being able to get to know its customers better, know the origins of interactions and extract new insights, the organization can standardize its service and reduce costs.