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Support as a whole is hard, even when you are just using one channel. When you start to debate whether you should use multiple channels and jump into the vast amount of information that is the internet, it can feel overwhelming. It might even be tempting to just do all of them to avoid having to make the choice or frustrate some of your customers. Hopefully, this user guide has enabled you to find a bit more direction and understanding of what will be best for you and your customers.

Remember: social media is best for younger demographics, phone support is better for older demographics, email is across the board accepted as a form of support, and chat support is a quick up-and-comer as a favorite amongst the youth. Track your customers — both who they are and where they are spending their time — and you’ll have a good sense of where to go.

Good luck!

  • Mercer Smith-Looper. A writer, public speaker and support veteran of over 15 years, passionate about providing support teams space and insight that they need to do what they do best: help the customer. She currently is the Director of Support at Appcues, but in the past has worked in leadership for Wistia, Campaign Monitor, Trello, and Atlassian. Beyond that, she has consulted and written for some of the most prolific customer support companies world over.
  • Sarah Chambers. Editor-in-Chief for Chatra and a prolific author focusing on customer loyalty, success and remote work. A former support executive herself, she currently runs Supported Content, a boutique marketing agency for customer service businesses. When she’s not furiously typing away, she’s climbing, knitting or snowboarding in the mountains of Western Canada.
  • Yaakov Karda. Co-founder of Chatra and a customer support enthusiast. He’s authored and co-authored dozens of blog posts and a number of books on the subject. His writing has been featured in top industry publications and his books are available on Amazon.
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