In an era where people interact with brands in countless ways, providing stellar, multichannel customer support has never been more crucial. According to research from Zendesk, over 70% of consumers are inclined to purchase more from companies that deliver excellent, consistent service across their chosen communication platforms—be it live chat, social media, or something else entirely.

Today’s customers don’t just want variety; they expect a seamless experience no matter how they reach out. This can feel overwhelming if you’re trying to be everywhere at once. Instead, start by identifying the most impactful channels for your audience, and then implement them strategically.

So, what are the most effective customer service channels for your business? Let’s explore your top options.

Most Popular Customer Service Channels

A customer service channel is any platform or method a consumer might use to interact with your business. The right selection depends on your product offering, business size, and audience demographics. According to industry insights, these channels often stand out:

• Email (77%)
• Live Chat (63%)
• Phone/VoIP (63%)
• Social Media (29%)

Additionally, several other channels—like knowledge bases, SMS, and in-app messaging—are gaining traction, offering further ways to assist your customers. Let’s break down the nine channels that can help you elevate customer experiences in 2024.

1. Phone

For complex issues that require immediate human intervention, phone support shines. Many customers prefer speaking to a real person, especially when dealing with intricate problems that can’t be easily resolved via text. According to Salesforce, about 60% of consumers still opt for voice calls when contacting a brand.

Phone support provides a personal, empathetic touch, allowing representatives to hear tone, gauge emotions, and respond with appropriate solutions. It also gives your business real-time feedback on what’s working and what’s not, helping you refine your overall strategy.

2. Email

Email might be traditional, but it remains a powerful support channel. Many customers appreciate having a written record of their conversation. They might not need real-time responses, but they do value clarity, thoroughness, and the ability to revisit details later.

For your team, email support makes it easier to track individual cases and maintain consistent communication standards. Creating reusable email templates can streamline the response process and ensure top-notch professionalism. This approach also integrates smoothly with broader email marketing and follow-up efforts.

3. SMS

SMS, or mobile messaging, is ideal for customers who prefer quick, on-the-go conversations. Younger demographics—like Millennials and Gen Z—often favor text messaging over more traditional channels. With over 65% of customers willing to text customer support, it’s a natural fit for straightforward inquiries, appointment reminders, or order updates.

Additionally, SMS doesn’t require a separate app or Wi-Fi connection. Your support team benefits from instant communication, shorter queues, and a more proactive approach to informing customers about new offers, delays, or product alerts.

4. Live Chat

Live chat stands out as a real-time solution that balances immediacy and personalization. Customers can connect with agents directly on your website or app and receive prompt answers without lengthy wait times. Live chat keeps a record of every interaction, making it easier for both parties to reference past discussions.

With Cheerlink’s live chat integration, your team can proactively engage customers as they browse your site, resolve issues instantly, and deliver a memorable, tailored experience. By offering personalized greetings and timely assistance, live chat fosters trust, loyalty, and repeat business.

5. Chatbots

Automated chatbots have transformed customer service by ensuring 24/7 availability. They handle routine queries, guide users through common troubleshooting steps, and reduce response times dramatically. As a result, your human agents can devote their attention to more complex or sensitive cases.

Cheerlink’s AI-powered chatbot solution can seamlessly integrate across your digital channels. It understands natural language, quickly surfaces relevant information, and continuously improves as it learns from each interaction. This creates smoother customer journeys and helps maintain a high service standard around the clock.

6. Self-Service Resources

Empowering customers to find solutions independently not only boosts satisfaction but also cuts down on agent workload. Self-service resources—like FAQ pages, knowledge bases, community forums, and AI-driven help widgets—give customers instant access to information without waiting in a queue.

Studies show that 77% of consumers hold a higher opinion of brands that offer robust self-service options. By providing articles, video tutorials, or automated Q&As, you help users solve their issues quickly, fostering a positive experience and freeing up your team for more intricate matters.

7. Web Forms

For structured inquiries, feedback submissions, or order requests, web forms are a reliable solution. By guiding customers through specific fields, you ensure the information collected is actionable from the start. This streamlines ticket management, since forms can automatically convert into support tickets and route to the right team member.

These forms can also serve various purposes—newsletter sign-ups, detailed product inquiries, or requests for specialized help. By predefining categories and required details, your team can respond more efficiently and effectively.

8. Social Media

Social platforms aren’t just for marketing anymore. More customers expect brands to engage and resolve issues on their favorite networks. According to Sprout Social, 70% of consumers expect a reply to their social media queries within a day or less.

Social channels offer immediacy, visibility, and relatability. When you combine them with Cheerlink’s AI-driven tools, you can integrate direct messaging from platforms like Facebook, Instagram, or X (formerly Twitter) into one unified inbox. This approach centralizes your social interactions, making it simpler to monitor, respond, and engage consistently.

9. Video Calls

Video support can bring a personal touch similar to face-to-face interactions. This channel is particularly useful in industries that require demos, guided troubleshooting, or more hands-on solutions. Video calls help your support agents visually understand the customer’s issue, demonstrate features, and build trust through human connection.

Not only do customers appreciate the personal interaction, but your support team also gains richer insights by observing facial expressions, environments, or product usage. This channel offers a unique opportunity to elevate your service beyond what text or audio alone can achieve.

Key Takeaways

Selecting the right customer service channels for your brand is key to delivering a connected, positive experience. Consider your audience’s preferences, the nature of your product, and industry benchmarks. Embrace flexibility—start with the most popular channels, evaluate their effectiveness, and expand as needed.

To streamline your omnichannel efforts, Cheerlink can help. As an AI-powered customer service SaaS, Cheerlink consolidates interactions from phone, email, chat, and social media into a single, user-friendly platform. With intelligent automation and a unified inbox, your team can handle inquiries more efficiently, delighting customers at every turn.

Elevate Your Customer Experience with Cheerlink

Try Cheerlink for free and see how AI-driven automation, integrated channels, and powerful analytics can transform your customer support operations. Let’s turn every interaction into an opportunity to wow your customers—no matter which channel they choose.