ultichannel communication is a strategy that many businesses are implementing. There are a number of reasons why multichannel communication is important to your website and digital presence. People use various tools daily to connect with friends, family, work and service providers. In order to cater to all of your potential customers, it is important that you offer as many ways as you can for them to contact you. Understanding the value of multichannel communication and learning how to implement this into your website is essential. Follow along below as we go though everything you need to know about multichannel communication for your website!
“People use various tools daily to connect with friends, family, work and service providers.”
What is Multichannel Communication?
Multichannel communication means having more than one option for communication across multiple platforms and devices. For instance, SMS, email, call, print, social media, apps, etc. All of these include ways that your customers can communicate with you. This information must be communicated in the same way across multiple platforms. Doing so is necessary in order to give consumers the ability to reach you however is most convenient for them.
Why is it Valuable to my Business/Website?
Enhanced Customer Service
Customer Service goes hand-in-hand with multichannel communication. The more options you have for connecting staff and customers the better! Most shoppers are always on the hunt for two things: good customer service and a great deal. Companies that respond quickly and provide thoughtful information to their customers’ questions are far more likely to retain their loyalty. There’s nothing worse for your reputation than bad customer service. Watch your Google reviews make a jump in the right direction once you start implementing multichannel communication!
More Ease & Convenience for Consumers
Convenience is a number one priority for most people. If they have to go out of their way to get in touch with you, there’s a good chance you’ll lose their business. This is where multichannel communication comes in. Offering multiple communication options provides you with the opportunity to reach your customers where they are already spending time. For example, if you know your target customer spends a lot of time on Instagram, it’s important that you make yourself available on that platform.
Get to Know Your Clients’ Preferences
Another key reason that multichannel communication is so valuable, is data collection. Using a marketing strategy like this allows your company to gather insights about where your customers are spending their time. Is it Facebook? Instagram? G-Mail? You’ll quickly learn how your audience likes to use their devices with a multichannel communication plan. You can also use things like contact forms and surveys to gather more data while interacting with your customers. The more knowledge you have about your consumers, the better you can tailor your marketing to their preferences. Personalization is a big trend right now, and this data can give you the upper hand!
How Can I Implement Multichannel Communication Into My Digital Presence?
So, you’re ready to implement multichannel communication into your website? Great—but how do you go about doing it? There are many ways in which you can incorporate this marketing strategy into your business plan. Everyone has their own preferences about how they like to communicate with a business. Some people love E-mail, others might like speaking to you over the phone. Whatever their preference is, you need to make sure you have options. For instance, offering video chat, phone calls, SMS, live chat, contact forms, social media messages, etc!
Live chat software is a valuable tool to add to your website, because it enables your clients to interact with a staff member immediately. In a world of instant gratification, this is a valuable asset to your company’s communication strategy.
Furthermore, using SMS (texting) is a very popular and convenient way for customers to contact a business. In fact, most individuals would love the ability to text a business instead of phoning or emailing them. Finding a way for clients to text you as they need support is essential.
Once you have chosen your channels of communication, you need to ensure that your points of contact have been tested, and funnel into one system. After this, you’ll need to revisit and test the systems quarterly to ensure everything is working as it should be. Technology is continually evolving. Because of this, changes to how a website’s code interacts with web browsers, operating systems and peripheral devices are ongoing.
Implementing multichannel communication can seem like one big headache. Thankfully, we have just the tool to cover all of your communication needs…
Use Syncro In Your Website!
Offering multiple ways to communicate with your business is important. However, it may be overwhelming to think about managing all of these routes for communication. Especially, if you are a small business owner. To simplify the process, we recommend a product called SYNCRO. SYNCRO is a layer of technology that covers all of your multichannel communication bases, and also integrates tools that track real time visitors, call tracking, email tracking and more! With SYNCRO you don’t have to worry about managing messages from several different platforms. Instead, you can receive all inquires right to your phone via SMS!
The Features of SYNCRO.
SYNCRO allows consumers that are browsing your website to text you from your website with questions about products and services. This method of live chat is great for people who do not want to fill out a long form or spend time chatting. SYNCRO also enables you to add autoresponses. Autoresponses are great in a number of situations. For example, if you are going on holiday and want to ensure that a customer is not left in the dark. Or, if a person messages you after company hours. Additionally, SYNCRO provides seamless chat roll over, so that another staff member can take the chat if A) you are not able to, or B) you don’t have the necessary information. All of these features are designed to ensure that you never miss a lead from your website, and a high degree of customer service is upheld. Communication is everything in a successful business.
Furthermore, SYNCRO uses contact forms which allow detailed data capturing. This way businesses can get to know their customers and tailor their services to them. The better you know your clients, the better their experience with your business will be!
In addition to these features, SYNCRO has a group send feature. Group send is great for businesses with a large staff or corporate companies. With the group send chat feature, SYNCRO sends the chat to multiple users at once, and the first person to answer the chat takes it. This ensures that your team never misses a customer inquiry again!
Contact Us About Installing SYNCRO Today!
Multichannel communication is an important part of your marketing strategy. To learn more about how we can help you improve your customer experience, contact us today! We’d be happy to provide you with more information our services and products such as SYNCRO. We look forward to working with you in the near future.