Catering to Customers with Multi-channel Communication

Customer feedback can offer companies valuable insight into ways for them to improve.

Words from customers can show companies how they can potentially improve business practices, and

even how they may be able to enhance their product or service offerings.

Unfortunately, customer feedback is also not a plentiful resource, and more often than not, customers

are more likely to simply stay silent unless they feel some degree of dissatisfaction.

That’s why companies need to do all in their power to encourage their customers to be more generous

when it comes to providing feedback, and one way to do is to make the act more convenient for them.

Instead of companies only relying on phone numbers and email addresses to gather feedback from their

customers, businesses can present multiple channels for them to use.

They can let customers know that they can now submit their thoughts not just through making phone

calls or by sending emails, but also through sending text messages and maybe even through social media

interactions.

With multiple avenues of communication now available to both customers and companies, the latter

must do what it can to leverage these into better sources of information.

Companies need to let their customers know that they are approachable, and that they want to know

about their own ideas and perceptions.

By making themselves accessible, companies can encourage their customers to be more vocal, and in

the process, they also become more helpful.

There’s only so much a company can learn about itself through research and studies, at a certain point,

only the customers can help them grow even further.

Thankfully, just as companies can become more accessible these days, customers too have become

easier to talk with, for as long as the right avenues of communication, whether they be emails, text

messages or even social media posts, are in use.