Multichannel Contact Centre Solutions
Your customers can reach you in a way that works for them with Whistl’s outsourced multichannel contact centre solutions.
What Is Multichannel Customer Service?
Multichannel customer service involves giving your customers the option to contact your business through different channels and platforms. For example, businesses with a multichannel contact centre may allow customers to call, email, engage in live chat with an agent on their website, or directly message an agent on a social media platform such as Facebook.
While it's tempting to try and communicate with customers on every platform, many businesses don’t have the manpower or time to keep up. That’s why companies choose to outsource their customer support to third-party companies, such as Whistl. We can manage your customer service on every channel and respond to customer queries, complaints, or inquiries on your behalf.
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Why Companies Choose Whistl’s Multichannel Customer Service
- Rapid and Personalised Contact Handling: Whistl reduces the average handling time for each query without compromising quality. With previous agent routing and transfers, we can even connect your customer with an agent they’ve spoken to.
- Unified Approach to Every Channel: Whistl ensures your business maintains the highest customer service standards, regardless of where your customers choose to reach you.
- Enhanced Customer Insights: Better understand your customers' needs and common complaints with insights from our customer service software and reporting system. Regardless of the channel, all data is integrated into our software for a complete customer view in real time.
- Secure Data Handling: Securely store and process your customers’ information with Whistl’s GDPR-compliant data capture solutions.
- 24/7 Availability: Extend your sales and customer support beyond your business’s working hours with our out-of-hours call handling and live chat management services.
- Trained, UK-Based Agents: Our agents are equipped with an integrated view of contact history to resolve queries in real time, but they are also specially trained to handle complaints and enquiries efficiently and respectfully. The onboarding process will cover everything our agents need to know about your business to provide customised customer service.
Whistl Contact Centre Support Services: All Channels Supported
Customer Services
Email Management
Call Handling Service
Live Chat Management
Social Media Handling
Whistl Offers Outsourced Multi-Channel Support for:
- Email Management: Customers often send emails for less urgent requests. Emails allow customers to include more details for their query, as they can attach images or documents. Whistl’s outsourced email management solutions can ensure that emails are replied to thoroughly yet timely.
- Call Handling Services: Phone calls are often the main point of contact for many customers, frequently used for more urgent queries or complex claims. Our agents can handle their queries directly, provide further information or in-depth support with their problems, or direct them to a relevant team member.
- Live Chat Handling: Our chat agents can assist users with their intended journey or technical issues through an instant messenger-style live chat service on your website or portal. Whistl’s live chat operators can answer queries 24 hours a day, so sales and support can continue beyond your business's opening hours.
- Social Media Management: Many customers turn to social media as an instant outlet for praise or dissatisfaction with your brand. Proactive customer support through social media can help quickly address complaints online and cultivate a positive brand image. Whistl’s outsourced social media management can help your business keep up with social media channels such as Instagram, Facebook, and X (formerly Twitter).
Find the right solution for your business with Whistl’s outsourced contact centre services.
Why Should Your Business Offer Multichannel Customer Service?
Simply put, offering your customers multiple channels to get in contact with your business significantly enhances their experience with your brand. Providing only a single channel of communication can lead to issues and frustration for customers, such as long waiting times during peak hours, accessibility concerns and insufficient availability of agents outside working hours.
Offering multiple customer service channels significantly improves accessibility for your customers, especially for those who are unable to use a specific channel. Additionally, many customers may not be able to reach your business during its regular operating hours. Outsourcing customer service is an excellent way to ensure that your customer support is available beyond your working hours.
Read Some of Our Contact Centre Solutions Success Stories
How Micro Scooters Scaled-Up Its Customer Service Capacity
Micro Scooters
Whistl help TOCA Social build a smooth Guest contact experience
TOCA Social
Flexible Contact Centre Services for The Noble Collection
The Noble Collection
Whistl's Contact Centre Memberships and Accreditations
Discover Multi-Channel Customer Service Support
Unsure how to give your customers the best customer experience across all or some of your inbound communication channels?