When it comes to your call center strategy, you need to consider just how seamlessly your facility can handle incoming phone, e-mail and social media inquiries. This thought should ultimately be top of mind for managers and agents alike. One element that often falls by the wayside, though, is online support delivered via a company’s website. So many call center interactions start with a customer perusing a company’s website and not being able to find the answer or information they need. So, they pick up the phone and dial the service number.

Imagine how much easier customer service would be if your website’s help sections and FAQs were maximized for the most efficient use (and, research shows that customers want to use these kind of help sections, but few are satisfied). With a 67 percent overall average adoption rate across generations, FAQ and help sections are easily the most accessed online customer service channel available. Usage across these channels has even increased over the past three years by 10 percent.