How can you keep up with emerging customer service channels and platforms?

2 Choose the right channels for your customers and business

Not every channel or platform is suitable for every customer or business. You need to consider factors such as your target audience, your industry, your budget, your resources, and your goals when deciding which channels to adopt or expand. You also need to think about how each channel fits into your customer journey and how you can integrate them with your other channels and systems. You want to avoid creating silos or redundancies that can confuse or frustrate your customers and staff.

3 Train and equip your staff

Your staff are the key to delivering a great customer service experience across any channel or platform. You need to train and equip them with the skills, tools, and knowledge they need to handle different types of customer interactions and queries. You also need to provide them with clear guidelines and expectations for each channel, such as tone, style, frequency, and escalation. You should also encourage them to share feedback and best practices with each other and with you, so you can continuously improve your customer service processes and outcomes.

4 Monitor and optimize your channels

Keeping up with emerging customer service channels and platforms is not a one-time project. It's an ongoing process that requires constant monitoring and optimization. You need to collect and analyze data from your channels and platforms to see how they are performing, what issues or challenges they are facing, and what opportunities or improvements they can offer. You also need to keep an eye on the customer service trends and innovations in your industry and beyond, and see how you can adapt or adopt them to enhance your customer service offering.

5 Engage and delight your customers

The ultimate goal of keeping up with emerging customer service channels and platforms is to engage and delight your customers. You want to create a customer service experience that is consistent, convenient, personalized, and memorable across all touchpoints. You want to show your customers that you care about their needs, preferences, and feedback, and that you are willing to go the extra mile to solve their problems and exceed their expectations. You want to build trust, loyalty, and advocacy among your customers, and turn them into your biggest fans and promoters.