It’s quite clear from the name that the ability to provide support in multiple channels like phone, email, chat, social etc, is called Multi-channel support.
But in helpdesk terms, it means more than just that.
It means being able to provide support in more than one channel from a single helpdesk. This makes sure that all conversations are tracked and converted to tickets when necessary.
Integrating all channels to a helpdesk,
Phone and Email are the traditional channels that are still used widely to provide support. With self-service getting more and more popular, companies let customers raise tickets right from the support portal if they don’t find answers in the kbase and forums. Chat and In-app (web and mobile) channels let customers access support easily from a company’s website and their apps. And of course, brands are now expected to support customers through Facebook and Twitter as well. A truly multi-channel helpdesk will bring everything together and make support really easy for the agents.