In today's digital age, customers expect prompt and efficient service from the companies they do business with. One of the key factors in providing great customer service is having a robust communication system in place. With so many options available, it can be difficult to know which channels to prioritize. 

In this blog, we'll be exploring the top 5 communication channels for customer service that businesses should consider incorporating into their strategy. Whether you're looking to improve your existing customer service or build a new system from scratch, this blog will provide you with valuable insights and recommendations.

What Are Communication Channels For Customer Service?

Communication channels for customer service are how companies interact or communicate with their clients. Phone, email, social media, and other channels are a few examples of customer communication channels.

Traditional and digital communication channels are the two main categories of channels. Digital channels are relatively new and have only been there for about 20 years, whereas traditional channels have been around and used for decades.

The kind of channels to choose relies on the messages being sent and the demands of the audience. Businesses typically use both types of communication channels to cater to client expectations, geographic needs, and demographics.

>>> Read more: 5 Popular Communication Channels For Businesses

How To Pick The Right Communication Channels For Customer Service

However, fast and efficient communication is the cornerstone of any great customer experience. Before attempting to establish effective communication for sales, marketing, or customer support, the organization must first determine the appropriate customer interaction channels.

To choose the appropriate channels, three crucial factors must need considering:

  • Determine your customers' expectations - Planning your communication strategy requires an understanding of your customer's needs, including what they want, how they want it, and where to reach them.
  • The type of messaging your company wants to convey—whether professional or informal, urgent or unimportant—must be taken into account when choosing the best communication channels.
  • Consider your budget - A business must decide how far it is willing to stretch its resources because using various communication channels will cost more money than using a more focused strategy.

Top 6 Communication Channels For Customer Service 

Top 6 communication channels for customer service

Live chat

Customer service might be an easy procedure that only requires a few back and forths, or it can take a lengthy time. Sometimes a customer's problem is straightforward and can be resolved with one or two messages, like tracking an order, but other times it calls for a little more dialogue without the need for a phone call that can overburden your call center.

Live chat can function as a round-the-clock help channel, and conversations can happen whenever and wherever. Customers can receive prompt, personalized responses using this communication channel while browsing a website. 

Using customer service agents and live chat software, you can interact with your consumers and meet their requirements more informally and effectively. If customers are pleased with the response, the live chat conversations may advance to the next stage, i.e. a voice or video call.


An email is a flexible form of communication that may be used for a variety of things, including marketing, news sharing, private correspondence, etc. Businesses may show customers they value them by providing a personalized experience through email.

The email has long been a dependable method of client connection for brands. The intended audience can be reached affordably, and ongoing relationships can be upheld.

Email can be used by businesses for official communication when a prompt response is not required. The value and cost-effectiveness that email offers are difficult to match, whether for information sharing or correspondence with the consumer base.


The advantages of phone help are extensive. Certain populations are more likely to call for assistance since they don't feel as comfortable sending emails or chatting with chatbots.

Inquiries about bills, chats with your bank, or conversations with healthcare providers can all be handled over the phone, which is also a good option for less secure support connections.

For a wide spectrum of communication, including marketing, sales, information sharing, and customer assistance, businesses of all sizes rely on phone support.

Social media

Because consumers increasingly prefer to find businesses on social media platforms, these platforms have established a solid reputation as excellent communication tools.

Social media's massive user base and reach allow businesses to easily achieve their marketing, sales, and customer service goals. Early in the customer journey, utilizing media may be incredibly helpful in generating engagement with both current and new users.

In addition to being a potent communication channel, social media can also be a great marketing tool for achieving company objectives. Social media ads make it simple to appeal to various demographics and geographic areas, which can aid in the achievement of marketing objectives.

Self-service portals

With self-service, clients can find the answers to their queries without having to wait for a response from a support representative.

Self-service enables you to establish a single resource that can remain evergreen and assist thousands of consumers, in contrast to email, chat, phone, and other customer support channels that demand your team to provide a customer with direct attention.

Customers value it as well, and support teams find it to be quite helpful. 81% of customers will attempt to resolve their problems on their own before contacting help, according to Harvard Business Review.

Video Conference

Without investing a lot of time or money, firms have been able to develop solid client connections by using video conferencing as a communication medium. Faster transaction completion can be achieved by increasing the capability of the sales and marketing team.

By recognizing body language and tone of voice, brands may use video conferencing to create a strong rapport with consumers. When video conferencing is used for client contact, geographical constraints, and time-zone problems can be successfully resolved.

Live product demonstrations, walkthroughs, as well as the sharing of presentations and marketing materials as a sales pitch, are all made possible via screen sharing.

Video conferencing software can be a good platform for businesses to provide face-to-face communication online. StringeeX video contact center can generate high-quality video, clear audio, and stable connection.

Contact us for more information!

>>> Read more: 5 Popular Communication Channels For Businesses

Wrapping Up

The top 6 communication channels for customer service outlined in this blog - live chat, email, phone, social media, self-service portals, and video conference - provide businesses with a variety of options to meet their customers' needs and expectations. When choosing which channels to implement, it's important to consider factors such as your target audience, the nature of customer inquiries, and the resources available. 

By incorporating these channels into your customer service strategy, you can ensure a seamless and satisfying experience for your customers, and ultimately, improve customer satisfaction and loyalty. By implementing the right combination of communication channels, you can create a comprehensive and effective customer service system.