Multi-channel support means providing options to clients. Research indicates that the telephone is still the most common way customers choose to communicate with brands, especially if they want a quick response. However, customers also use live chat, email, customer service or self-service knowledge portals, social media, or other resources to get answers, nowadays. Companies who provide better customer service are able to retain customers regardless of communication channels used. Companies now integrate multiple channels for customer interaction with customer relationship management or CRM software to provide a better communication. Read more at: http://it.toolbox.com/blogs/insidecrm/will-your-customers-like-you-better-if-you-offer-multichannel-support-70139