9 reasons why you should be on multiple channels to contact your customer

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Did you know that Brazilians spend an average of 3 hours and 42 minutes on social media per day? Brazil is now the second country in terms of time spent online and the most diverse contact channels used . The data comes from a survey conducted by the marketing agency Sortlist.

This scenario highlights how much the internet is already part of our lives and mediates current consumer relations. Therefore, businesses need to be prepared to meet demands. One way to do this is to use different communication channels with customers , such as Instagram, Facebook, chat, telephone, WhatsApp and their own website.

If you want to understand how important it is to have multiple ways of communicating with your audience, continue reading and check out the information we have brought in this post!

How important is it to invest in different contact channels?
Investing in diversifying your customer service channels can senegal mobile phone number generate a series of benefits for your business. Through them, you make your customer's life easier and allow them to resolve queries in a simple and quick manner.

Furthermore, there are consumers with different tastes and habits. For example, there are those who only use their cell phone and prefer to send messages via WhatsApp, while others are fans of traditional email.

By diversifying your service channels, you can offer a pleasant experience to different types of consumers. Therefore, be sure to invest in this aspect to optimize your business results .

What are the main reasons for using multiple contact channels?
Now that you know the importance of investing in channel diversification, take a closer look at the reasons why you should invest in a strategy with multiple points of contact.

1. Improve customer experience
Different customers have different preferences. This also applies when we think about contact channels. Each consumer prefers to speak on a certain channel. For those who are impatient and want to resolve the problem urgently, but don't like talking on the phone, chat can be a good option.

On the other hand, there are consumers who tend to solve everything themselves. In this case, providing a FAQ section on your website can help them.

By providing the customer's preferred means of contact , you improve their experience with your brand and avoid the frustration that could occur when they discover that you are not responding on the channel they would like.

To understand which channels your consumers prefer to be served, how about conducting a survey with them and asking them this? The idea is to use your audience's opinion to optimize your processes.

2. Gain diversification and reach
The more contact channels you have, the more customers you can reach. This is because, if each customer has a preference and you are present on several channels, you should reach the ones they like the most.

Some of your audience may not have Instagram , but they do have a Facebook account , for example. So, by being on both, you diversify your audience and increase your reach , that is, you reach more people with your content.

This increases your sales opportunities . After all, some customers may also give up on buying from your brand if they don't have the opportunity to close a deal the way they want.

It may also be the case that a consumer visits your e-commerce site and has questions about a particular product. If they don’t find a way to communicate with your team and resolve their doubts, they may not buy the product.

3. Test new strategies
Being on multiple contact channels is also a way to test strategies and get to know your audience better . This is because not everything that works on WhatsApp will work on the phone, for example. After all, we are speaking in different languages, in this case.

When you type a message on your phone, you can use emojis, GIFs, or even show photos to illustrate a point. On the phone, your options are limited to speech.

Therefore, in each of these contact channels, it is possible to think of different approach strategies and see what the public's reaction was. This way, you can validate hypotheses and choose one of the channels used to strengthen it or even dispense with the use of another, if you judge that it is not worth it for the business.

4. Sell more
If being present on multiple consumer contact channels increases your reach, improves your customer experience and allows you to test new strategies, this practice also helps you sell more .

This is because customers have more purchasing opportunities and can choose which channel they can use to place their order. Even more so after the start of the coronavirus pandemic, allowing customers to shop online is very important.

In April 2020 alone, e-commerce grew 81% compared to the previous year, representing a change in consumer behavior. Digital channels will increasingly dominate relationships between brands and customers. So, it's worth paying attention to this trend.

5. Have faster and more efficient service
With more contact channels in your business, you can speed up customer service and avoid queues . For example, suppose you only offer support through your website. This means that it may become congested and, if it doesn't have good infrastructure, it may even go offline depending on demand.

If you choose to diversify your customer service channels, consumers can look for different ways to communicate with your business, avoiding overloading at a specific point. However, it is important to highlight the importance of offering quality at all points of service .

To do this, a good measure is to train your employees to provide friendly and efficient support. In addition, use chatbot technology and invest in standardized messages to reduce response time and avoid irritating your consumers.

6. Ensure customer loyalty
Customer loyalty should be a goal for every type of business. This is because acquiring new customers is often more expensive than retaining the ones you already have. Therefore, it is necessary to invest in strategies to ensure customer satisfaction and increase customer loyalty .

In this sense, a good way to ensure loyalty is to have quality customer service. Here, we are talking about offering different options so that, when necessary, the interested person does not have any problems when contacting your business.

This way, you can resolve issues more quickly. This way, you don't displease the consumer, ensuring that their demands are met. And, from this, the chances of keeping them buying from your business tend to increase.

7. Increase brand credibility
Providing multiple channels of contact with customers shows the public that your business is available to answer questions and resolve any other issues. When a company is not accessible, this generates distrust and drives away new customers.

It is also essential that communication on the chosen channels is carried out very efficiently. This way, the brand will have much more credibility in the market.

8. Get to know your customers better
Establishing different ways of contacting customers has another very interesting use for the business: data collection . Each interaction provides a series of information about your audience, such as their preferences and needs, which channels are most accessed and at what times this happens.

Data like this helps to better profile customers to develop communication and marketing strategies that are more targeted to them and, thus, obtain the expected results.

9. Get more feedback
Providing multiple contact channels is also an effective way to allow customers to provide feedback on services, products, and the service itself. This allows you to identify flaws and work to improve processes in order to win over and increase the chances of retaining customers.