Customer engagement is the core of most businesses, more so with online products and services. This current culture of connectivity, consumerism and commercialism melds well with the current available technologies. From different devices to different ways to communicate, the world is saturated with options.
These flexible options for communication include:
- On-site live chat support — It is known to enable quicker response rates and a higher percentage of generating more quality leads.
- Voice — For years, voice support has been the main communication channel used by businesses for customer support. Not only is it limited to improving internal communications and customer support, it likewise contributes to boosting productivity.
- SMS — SMS is very effective for time-sensitive and urgent messages. Considering that most individuals carry their mobile phones with them, SMS can also be used to monitor existing management systems for business to customer relationship and review past purchasing behavior of customers.
- Email — Although it may be bested by its handier counterparts, email is still widely used among businesses for both B2C and B2B communications. In fact, it proves to be useful in enhancing campaigns for marketing, generating leads and rewarding customers.
The Convenience of Multi-Platform Communications
Imagine the amount of workload that will be saved with these platforms for communication.
Picture this: A sales agent sits on his work station, surrounded by his Smartphone, Tablet Computer and a Laptop. He is using 2 different messengers and 3 productivity tools. These devices are intended for calling clients and receiving calls from them, delivering emails, as well as scheduling his appointments. A few minutes ago, the sales agent was in a call handling a few client specifics that he recently requested to be sent via email.
An hour ago, he was engaged in a chat that turned into a voice call. He also received a phone call for his schedule of meetings and appointments. Thanks to the capability of his devices to host multi-channel communication platforms, several tasks were accomplished even without the need to exhaust too much energy and resources.
A simple SMS campaign can reach a wider audience in a matter of seconds. Subsequently, sustaining the obtained engagement from customers and potential leads can be achieved through directing them to the business’ website or sending more detailed information about the product being offered through a promotional email.
Customer concerns and feedback raised via a website’s live chat feature can be relayed to be handled by an agent on voice support depending on the complexity of the customer’s dilemma.
Basically, employing multi-platform communications, whether in the form of email, voice support or SMS extends the breadth of what a business can deliver to customers.
Engaging through Email, SMS, IM and Voice
It is quite clear that there are specific demands that different end-users (whether business owners or customers) look for in a communication channel or device. Not to mention, accessibility and convenience are nowadays of higher importance to customers.
By giving customers the convenience of engagement via email, SMS, IM and voice calls, businesses are able to project an image of higher reliability and consistency. This will allow businesses whose core revenue source is communications to maximize profit through constant interactions. It is a relationship that complements each other – The customer wants the convenience and the business gets its profit.
Multi-channel communication platforms are one of today’s most ideal ways to market, interact with customers and keep the business thriving. Having all these options at the fingertips of end-users, subscribers, and patrons lets businesses develop into a more customer-centric brand that their audience can rely on.
Also, interactions can be delivered based on what end-users want, how they want it and when they want to access it. It is very flexible and versatile–the availability of the product and services are just one text, click or private message away.
Email lets business owners stay connected with customers and generate leads through sending exclusive information about the latest deals, discounts and updates on select products.
Live Chat makes it easier for customers to make quick inquiries on products and offers that they are interested in.
SMS allows brands to deliver quick, accessible service for customers on-the-go.
Voice calls are the perfect mode of communication for when there are issues and concerns from customers that need more in-depth assessment for it to be resolved.
Each communication platform’s features correspond to a particular demand and ease old-age customer support service dilemmas such as being put on hold and low open rates. Transaction becomes more convenient.
The more capable a business is in engaging customers, the more likely that its target audience will be willing to stay and recommend the products and services being offered. Aside from delivering better customer engagement and convenience, business provides that offer multiple mediums of communication likewise have bigger chances of reaching out to a wider audience.
Customer-Centric on a Budget: Multi-Channel Communication Platform That Fits All Business Demands
On the other hand, having all these options available does involve a significant amount of money and manpower; and not all companies have the budget to develop their own communications software in a snap or hire additional customer support staff just to make their business fully communications-ready.
Multi-platform communications are more flexible and less costly. A great example of how cost-effective it is, is hiring third-party providers to handle these value-added services. This will cover the manpower needed to finish all the required tasks and maximize existing resources.
A friendly tip: Try searching for workload-based operation. It has been proven to have no monthly charges, no staffing issues and minimal training or management requirement. If planned and executed carefully, it can respond to what the main communication demands are. Best of all, the service becomes attainable at affordable rates and with minimal risks to consider.
If full coverage is not feasible, having at least one or two additional ways to communicate is also advisable. It would just be a matter of knowing the preferences of the business’ current target market.
Choosing a communication platform for a brand’s overall operations and delivery of customer service is a crucial factor in attaining success. Considering what options will be most convenient and beneficial to the customers along with knowing what communication channel combinations will work best with a brand’s specific type of audience and services offered are key.
