Multi-Channel communications: are they enough?



Multi-Channel communications: are they enough?
 
Do you use the multi-channel communications model? This approach toward communication with customers and prospects is very important, but are you recognizing the limitations that this model has for today’s digital users? This blog will outline what is meant by the term “multi-channel communications” and discuss the limitations of this model for encouraging effective and responsive communications with your customers.
 
Multi-channel communications means that you have more than one channel available for communications with your customers. At its root, it is a model that creates extra channels for customers to communicate with the organization so that they can meet you on the channel that is most convenient for them. For instance, you may have an 800 number that they can use to ask product questions or place an order. The multi-channel communications model develops when you add an online order form, or perhaps a chat box for questions. Today, the use of multi-communications is standard. Customers can communicate via chat box, text, voice, email, etc. The goal is to meet the customers where they are.
 
However, as it is commonly defined, that is as far as the multi-channel goes. Customers can meet you on several channels, but that doesn't mean there is any integration of the data communicated on each of the channels. In this older channel model, each of the channels are silos; it is this lack of integration that is the critical limitation of the multi channel model.
 
Today, organizations have to take the next step and integrate these different channels. Known as the omni-channel communications model, data is transferred or communicated among all of the channels in real-time. Instead of silos, the users experience a single roadway and it doesn't matter which lane they choose to use. The goal is that whenever a customer connects on any touchpoint, they pick up right where they left off at the last interaction. Ideally, the channels could be used simultaneously; for example, I talk to customer service while reviewing my order status online, or check my shopping cart for an in-stock size or color.
 
The multi-channel communication model was a necessary step in reaching customers where they were, but it no longer is sufficient. To learn more, contact a managed services provider to learn how you can fully integrate all of your channels, so you can meet the expectations of today’s customers.

Comments

Post a Comment

Popular posts from this blog

Outsourcing: an overview

Image
Outsourcing: an overview Outsourcing today simply involves using external entities to handle specific, specialized business functions so that organizations can focus on their core competencies. The idea of seeking outside support for areas that are not core to a business is many decades old. However, seeking support from external providers can make a lot of sense, especially in fields that involve considerable complexity. One example, as human resources becomes increasingly complex practice, especially in areas that involve often complex and arcane laws such as benefits and employment law, many smaller companies are increasingly outsourcing some or all of their HR tasks. IT is another example. Like human resources, IT covers a wide range of specialties, for which no one or two individuals can possibly hope to be fully versed in. As the CEO of a small- to medium-sized firm, or perhaps a line manager, why should you consider outsourcing all or part of the IT function? One immediate rea
Read more

So, what is this “Unified Communications” thing, anyhow?

Image
So, what is this “Unified Communications” thing, anyhow? Have you heard the term unified communications tossed around lately? It seems to be used a lot in IT, telecomm, and work collaboration circles. Unified communications is a newer concept that refers to a conceptual platform where multiple communications channels can join together to increase productivity and facilitate collaboration. Here’s one way to look at it. Imagine that you only own one car. And imagine it is a sporty two seater. And then imagine you decide to invite five of your friends, none of whom are able to drive, out to dinner. This means you would have to pick each one up separately and drive him or her to the restaurant. And of course, one of them lives down an old rough farm road, so you have to drive very slowly so you don’t damage the underside of your expensive little two seater. This scenario is pretty similar to the way we handle business communications today. We aren't able to just throw everyone together
Read more

MSPs save money And you get stuff that matters

Image
MSPs save money. And you get stuff that matters. Outsourcing has become a fairly common element in business processes today. What started off as a means to cut business costs and take advantage of cheaper resources based offshore has now become an essential part of running a business today. (Its definition doesn’t necessarily include offshore outsourcing, of course) This blog looks at two additional areas where IT outsourcing can dramatically improve revenues. In particular, outsourcing can avoid high-fixed costs when you are trying to meet peak demand periods or have 24/7 coverage available. Cost benefits Having an MSP manage your IT infrastructure completely offers tremendous cost savings vis-a-vis having an in-house IT team. When you have FT IT professionals on your payroll, you incur many other HR and training-related costs that come with employing full-time staff. These may include 401(k) expenses, health insurance, paid time-off, etc., which can be avoided by outsourcing your IT
Read more