This is why it is essential for companies to be aware of the trends in messaging and customer service applications for 2023, as well as the channels that will still be in force.
In this article you will learn about the main trends in customer service for this year and how to manage them successfully with Help Desk Software .
What is Help Desk Software?
Help desk or Help Desk
A Help Desk system or Help Desk Software is a computer program where you can manage all your customers' information, unify service channels (such as WhatsApp, Facebook Messenger , Instagram and even phone calls), and measure the productivity of your service agents.
There are many Help Desk Software that you can try for free before starting a paid plan. At ComparaSoftware you will find a complete list of options and free advice to choose the best alternative.
Most used types of customer service channels in 2024
Any company that wants to adapt to the times must be australia telegram data aware of the channels that people use most today. Once you have identified them, you must verify that your company has a centralized system to provide customer service through this means.
In principle, the most commonly used service channels can be divided into six groups:
Messaging Apps
Social media customer service channels
Online chats and chatbots
Telephone assistance
Self-help portals
1. Messaging apps
To compile a list of the most important messaging apps, we took as a reference the statistics of the most downloaded applications on Android and iOS phones according to the Apptopia portal.
Telegram
This free messaging app has nearly 400 million downloads, a number that is growing by leaps and bounds, so it will be a very competitive channel during 2021.
On Telegram you can communicate using voice messages, calls, multimedia files and create groups. It is a format very similar to WhatsApp, but with a greater emphasis on privacy and that is why more and more users are interested in it.
