We no longer limit ourselves to communicating through phone calls or emails; we now have a wide range of communication channels, such as real-time chats, social media posts, and instant messaging, among others. And of course, just as people use them, so can businesses. Indeed, these channels offer businesses the opportunity to interact and connect with their customers in real time and in a closer, more personal and direct way, which translates into an unbeatable customer experience.
However, not all that glitters is gold; this diversification also presents management and coordination challenges for frictionless interaction.
Multiply the channels
Having a presence on different chemicals & plastic website design and development service communication channels is practically an obligation to interact with customers. Nowadays, it is rare to find a customer who does not use several channels almost simultaneously. However, in order not to waste efforts, you must have precise knowledge of the purchasing habits of the target audience and which channels they usually use in order to be effective and adapt the choice of channels to each campaign and/or each customer segment.
What’s more, by multiplying channels
You maximise impact, awareness and presence in the consumer’s mind. In other words, channel multiplication involves expanding your multiply and combine channels for frictionless interaction company’s presence across multiple customer touchpoints and implementing frictionless interaction. This can be achieved by implementing various tools and strategies, such as virtual assistants, social media, email and other means of communication – the choice will vary depending on the channels your customers, or potential customers, use most frequently.
Let’s take an example. If your target audience is young and therefore quite active on social media, where do you think your company should have a presence to reach them effectively? Exactly, on platforms such as TikTok, Instagram, Facebook or Twitter, among others. In addition, your audience is young and this is the most impatient when agb directory it comes to obtaining information, so incorporating a virtual assistant into your website allows your company to offer immediate responses and, therefore, improve the user experience.
Combine channels
Channel mixing is all about multiplying and connecting touchpoints in a coherent and efficient way. It’s not just about being present in multiple places, but about making sure that information flows seamlessly across all of these channels.
If a customer starts a conversation via your website chat, but then prefers to continue it via voice chat because it is more convenient for them, or via video chat because they need to show you something, your company can offer them that change as long as they follow an appropriate strategy for combining different communication channels. Only in this way can your customer service team pick up the conversation where it left off, without losing any previous information. All of this creates a frictionless interaction experience for the customer, thus increasing their level of satisfaction.
To better understand these two terminologies – channel multiplication and channel combination – in practice, let’s look at the following example:
Example: clothing brand
You are the CEO of a company specializing in women’s fashion, with a physical and online presence. In the latter mode, customer service presents significant deficiencies due to its exclusive focus on communication through phone calls, which limits the availability of contact options and generates a certain displeasure among users. Indeed, users, especially nowadays, prefer to send a message to having a conversation on the phone .
