Match Customer to Right Contact Channel
Identify the most accessible contact method for customers with different needs and preferences
Drag each customer scenario to the contact channel that best serves their accessibility needs. Customer who is deaf and communicates via video relay service Phone line with video relay compatible system Video relay allows deaf customers to communicate via phone using an interpreter. Consider how deaf customers can access voice-based channels. Senior customer with limited internet access in rural area Mailing address for written inquiries Mail reaches customers without reliable internet and allows time for thoughtful responses. Think about customers without broadband access. Customer who is blind using screen reader software Accessible online form with proper ARIA labels Screen readers…
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