There are two main things to consider:

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Processes: Once you’ve defined who’s good at what, you should think about how to redirect requests—that is, what types of questions to reassign to whom based on their skill sets. For example, some team members will be better at handling product questions and complaints. Processes are the second layer of reference for shaping a channel strategy that works.

Technology: Once you’ve defined the different skills and mexico telegram number database mexico telegram number database the people who are best at handling certain issues, it’s time to think about how you can help your team get results using the right tools, every time. convergence and collaboration. For convergence, ask yourself if your team members can quickly and easily retrieve any information, from any channel, to answer customer questions. In other words, the things we talked about before: conversation history, order history, etc. Collaboration, on the other hand, refers to how easily your team can collaborate internally, such as an instant chat to solve a customer’s issue.

In summary, once you have your people and processes in place, technology decisions become much more manageable. You’ve figured out who is best in which channels and for which types of problems, and you’re clear on what technology you need to help your team achieve results.

People, processes, and technology are the foundation of an effective strategy. Understanding and addressing each is critical to effectively supporting your customers. You don’t need an elaborate plan; with the right models and tools in place, you can deliver great support in the channels your customers choose.