Signposting several options for getting in touch
ChildLine gives three different communication channels to get in touch with their team: call, text and emails.
This leaves the user with options to choose their preferred way depending on their circumstances.
Provide a short description for the different options so users know the different benefits of using each of them.
Give a time reference for the different options so that the users who need urgent support know the shortest route to talking to a human.
Use visuals and photo symbols to make options more accessible for users.
If one channel is the quickest option, this could result in overloading. Make sure to divide your staff accordingly.