Skip to main content

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.


  1. Obviously, credit/debit playing cards and financial institution wire start the menu off – but some standouts embrace cash orders, MoneyGram, and a huge variety of cryptos, from Bitcoin to Dogecoin and Ripple. If you’re organizing a particular occasion like trivia, improv comedy, or a debate, spin a 코인카지노 wheel of categories to contain the audience more and break the monotony of a linear experience. Replace misplaced board game instruments like spinners, dice, and half in} playing cards. You also can use it to build groups and determine who goes first. The wheel is a versatile software might be} solid into fun group games like Catch Phrase, Truth or Dare, Celebrity, or Cards Against Humanity.


Post a Comment

Popular posts from this blog

Is your Business Safe from Virtual Threats?

    Did you know that 50% of small business owners think their businesses are too small to be targeted by the thieves of the virtual world? Contrary to popular belief, 72% of hacker attacks often happen to smaller firms - firms with less than 100 employees! So how prepared is your SMB? Here’s a checklist to help you find out how vulnerable you are to these attacks.   1. Do you have Antivirus protection? -  An antivirus software program can protect you from threats that originate from emails such as phishing and virus attacks. However, the most striking fact is that 61% of small businesses don’t install any antivirus software! If you are one of them, then it’s time to change!   2. How sturdy is your Firewall? -  A good firewall system protects your computers from the variety of threats that exist in the virtual world. Examples include harmful cookies, viruses, worms and other such malicious programs used by hackers.   3. Do you use a Spam filter? -  Using a simple spam filter for your e

Four ways unified communications can improve productivity Part II

Four ways unified communications can improve productivity Part II In our last blog we suggested that unified communications has value to an organization's efforts to increase productivity. It can facilitate smoother, more efficient collaboration in a 24/7 workspace. Unified communications can Improve the functionality of our 24/7 workplace - The reality of 24/7 availability has been around for a while, and learning to place constraints on that is for another e-guide. However, unified communications can play a role on the 24/7 expectation problem. For one thing, with a single portal to an individual’s multiple communication channels, an employee can more easily communicate across those channels that they are not available and therefore limit expectations for an immediate or timely response when that is not possible. Also, with a unified portal, responding to different channels in off times can be easier and therefore less time-intrusive. Improve client satisfaction - Nothin

Can You Really Afford Not to Have a Backup Plan?

      According to Symantec SMB, 50% of SMBs admit to having no backup and disaster recovery plan in place. 41% of those surveyed confessed that they had never even given much thought to implementing a disaster recovery or business continuity plan. If you are one of them, then you really need to think about whether you can afford the status quo. Answering these questions will help you decide.   1. How often is employee productivity and customer accessibility or service stalled each day from a downed network or system?   2. How much downtime can your business truly afford and what kind of backup or recovery solutions are in effect when systems are unavailable?   3. What level of IT support can be accessed? Can it be accessed quickly enough to minimize damage? Are you confident that your business can either be back online or be able to access lost data with minimal disruption, no matter what?   4. Is your most critical data frequently backed up? Is the data on the personal laptops, iPads