It seems that the least used App on our phones these days is the actual Phone App. I think people much prefer almost any other form of communication then to actually talk on the phone. Even e-mail is going to the wayside. Many of my friends rarely check their emails anymore, relying more on text and on-line messaging services for communication.
Businesses today need to understand this challenge and make it easy for customers to engage in as many ways as possible. Allowing customers to communicate with them via phone, email, text, social media, etc. is known as Multi-channel communication. To add an additional wrinkle to this, studies show that people tend to use more than one of these communication paths and multiple devices over a period of time before they make a purchase decision. This longer pre-sales engagement makes it imperative that a business makes the process as efficient, relevant and engaging as possible. This is called the Omni-channel business model.
Beyond, Multi-channel, the Omni-channel model integrates all of the communication methods and devices with customer and product/service information databases. The goal is to make any customer engagement, easy, efficient and productive. Ultimately a customer should have a seamless experience regardless of how they engage and how often.
There are many options on the market for an Omni-channel solution. It is important to understand your business and communication methods before you start down the implementation path. Do your research and talk to multiple solution providers.
Teledata Select offers a whole range of services that will help you meet your business goals. Starting with a complimentary review of your current telecommunication bills to identify errors and find opportunities for savings, better service and more functionality. We also offer project management for new service implementation and infrastructure installs, including fiber and low voltage cabling. Call us at 404-257-1502 to discuss your current Telecom Service Solution and what you would like to get out of it. Or send us a note via This Link to start a no obligation discussion of your specific business technology needs.
John Hagan is President of TeleData Select, a Telecommunications Consultant located in Atlanta, Ga serving customers throughout the US and overseas. His company provides business solutions for voice, data, mobile and cloud solutions for both large and small businesses. Contact John or their team for a complimentary telecom audit to make sure you’re getting the best value for communication services. The savings you receive could offset the cost of purchasing a new Hosted or Premise based solution.