How to create a multi-channel communication strategy

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The omnichannel consumer has never been more powerful,” says Gartner . Those who use multiple channels to research products, compare prices and make purchasing decisions buy 70% more often and spend 34% more. In fact, 65% of consumers “often or always read ratings and reviews, with customer-submitted images, videos and FAQ sections.”

At the other end of the spectrum, marketers are expanding their reach. Today, businesses use an average of 10 channels to engage customers. With hundreds/thousands of customers communicating across a dozen channels, organizations have their hands full.

Managing this complex network of customer relationships requires a solid and strategic approach. In this blog post, we explain how to create a multi-channel communication strategy.

Let's start at the beginning.

What is multichannel communication?
As the name suggests, multi-channel communication is where organizations use more vietnam whatsapp number data than one form of outreach to engage customers. Simply put, it involves using a combination of digital channels such as email, website, mobile, social media, etc., and traditional ones such as direct mail, print advertising, and television.

When do organizations use multichannel communication?
Although multi-channel communication can be used for any type of broadcast, the most common use cases are as follows.

Promotions : Sending offers/discount codes by SMS
Education : Posting videos or e-books about the product on the website
Updates : Emailing of material about new features, updates, etc.
Commitment : Provide real-time answers to customer questions via live chat
Support : Provide after-sales service or facilitate customer success via phone, email, live chat or video conference
We will discuss each of these channels later in this article.

Why is multichannel communication important?
“Be where your customers are” is one of the first principles of marketing. Today’s customers would rather spend time on their mobile phones browsing social media than reading newspapers. More people watch media on the Internet than on cable TV.

To meet the customer in the right place, at the right time and with the right offer, every company needs multi-channel communication.