The race of digital communication tools continues, and the speed is increasing. While business owners compete for customer loyalty and customer service worries about the clash of dozens of tools they need to use daily, a fundamentally new approach in customer reach is entering the arena of digital communication trends.
Customer communication channels constantly evolve. The new ones--like visual search and voice technology--arise while the importance of the existing channels is changing dramatically. These innovations lead to drastic changes in digital communication strategies for sales and marketing teams of both large enterprises and SMEs. This article will help you figure out what's essential about the newest customer communication channels and how to use them in a way that gets you ahead of the competition.
The Where, What, and Why of Customer Communication Channels in 2021
Digital communication channels are all about the convenience for the target audience, their preferences, and readiness to interact with brands using this or that specific tool.
For example, predicting the popularity and success of chatbots is not a guess but an analysis of most users' behavior and the customer demand for instant availability. The reason is: customers expect you to be always online, and they prefer live chat to phone calls or emails in the initial stage. Responsiveness has become an even more critical trump card in the game as there appear more and more ways to achieve it.
Well, responsiveness and live chatting are about communication speed and making customer communication available round the clock. Other innovations like self-service or trigger-based communications are also gaining momentum as the technology provides more and more different opportunities to perform them.
As customer success defines businesses' competitiveness, the industry of customer success tools will thrive. Combined with analytics, communication, customer service, payments, and related platforms, the number of tools required by a new business to enter the market will keep growing. But the good news is, any company investing in customer reach, customer communications, and customer relationships will confidently expand its customer network.
6 Innovative Ways to Reach Your Customers in 2021
#1: Powering Chatbots by AI. Reducing the time employees spend answering frequently asked questions can save millions of dollars and ensure an increased conversion rate.
#2: Virtual assistants and SMS reminders. It is one of the most effective ways to engage patients in the healthcare industry and keep them informed about regular checkups. Other service-based industries are also quick in adopting this method to generate recurring sales.
#3: Virtual Reality and Augmented Reality. As L'oreal proved, an interactive fitting is one of the best shopping stimulants.
#4: Direct mail marketing also offers promising innovations like trigger-based printing and shipping flow automation or address verification tools to eliminate wrong shipments.
#5: Gamification: the experience of Semrush shows that helping the customers stay up to date with the products is highly beneficial.
#6: Voice technologyand voice-activated technology are cutting-edge communication channels, and their increasing popularity among consumers is a signal for businesses.