May they forget the channel

When you need help, what's your support channel of choice? I would guess that your answer, friend, is probably "it depends." That's certainly my answer.

Sometimes the right channel is fairly obvious. Should I take the Panama Canal or travel an extra 15,000km around Cape Horn? When time matters most, you'll probably choose whichever channel will get you the fastest response.

The Panama Canal is one of the world's greatest shortcuts¹ but not every vessel can physically fit through. Plus the daily throughput is limited, and there may also be diplomatic or legal restrictions in place.

Certain types of support, just like ships, are best suited to specific channels. Email is ideal for sharing logs and screenshots, real-time messaging is great for gathering quick answers.  Regulations can dictate your support options. There is no best support channel, there's only the best fit for this customer with this specific question, dealing with this particular company in this moment.

If we all had infinite resources for every channel, then support would be easier. In the real world, however, choices need to be made.

As Help Scout rolls out WhatsApp support, bringing all your WhatsApp messages right into your inboxes, it's worth considering which channels you offer, which you don't, and when and where to offer them.

Personally I will rarely choose a phone call unless there is no other option. It's the one thing left in my life that aligns me with the youth. Maybe you love to "hop on a call"— or more importantly, perhaps your customers do. In this time of AI-bot support, a real person's voice might be more meaningful.

The decision on which support channels to offer is rarely Panama-Canal obvious, but we have some good advice in How To Choose the Right Customer Service Channels in 2026. Some quick tips:

5 tips on choosing support channels

1. Start small. Don’t over-extend your team! One really well-managed channel is better than multiple mediocre options.
2. Ask! Do a customer survey and see what comes out. Compare the results to what your competitors offer in the same space.
3. Match channels to questions. You know your own support queue best. Would self-service be effective? Do you handle complex technical information? Is real-time contact vital?
4. Take a good, hard look at your support. Of your current support channels, what is working, and what is ineffectual? Get your main channel running smoothly before adding more.
5. Know the full cost. Tool cost is one component, but consider any additional headcount, training and infrastructure costs too.

¹ Other top contenders are Hannibal’s Alp-crossing elephant antics and the time my Dad discovered he could shave a theoretical-if-everything-aligns-perfectly 3 minutes of his trip by taking a million tiny roads instead of the main road home.

WhatsApp with that?

When a customer sends a message to your WhatsApp business number, Help Scout automatically creates a new conversation in your inbox. From there, your team can handle it just like any other support request.  

See all the details!