Business communication is evolving, and in 2023, it is more important than ever for firms to approach it strategically and effectively. A multichannel communication platform, like the one offered by our firm, can help businesses streamline and optimize their communication efforts.
One of the biggest changes in business communication has been the shift towards digital channels. Email, instant messaging, and social media are now essential for all businesses.
It’s important to remember that not all digital channels are created equal. Different channels are better suited for different types of communication and different audiences. For example, email is great for sending detailed information, while instant messaging is better for quick, informal communication. Social media is great for brand awareness and engaging with clients.
What will be the biggest challenge for firms in 2023?
One of the biggest challenges for companies in 2023 when it comes to communication with their customers will likely be managing the sheer volume and diversity of communication channels available. With the proliferation of digital channels such as social media, email, instant messaging, and more, it can be difficult for companies to keep up with customer communication and ensure that they are using the right channels for the right purposes.
Another challenge will be dealing with the changing expectations of customers. As technology continues to advance, customers are becoming more demanding and expect more from companies in terms of personalization, convenience, and speed. They expect to be able to communicate with companies in real-time and expect quick responses to their inquiries.
In addition, customers are becoming increasingly concerned about data privacy and security, and companies will need to address these concerns in order to maintain customer trust. This will require companies to implement strict security protocols for data storage and management, and to be transparent about how they use customer data.
Companies will need to adapt to the changing nature of work and how it impacts customer communication. Remote work and virtual communication have become more prevalent, and companies will have to find ways to continue to provide quality customer service and support while adhering to different time zones, language barriers, and cultural differences.
To address, companies will need to adopt a multichannel communication strategy that allows them to reach clients where they are and to use automation to optimize communication efforts. They will also need to prioritize data privacy and security, and be responsive and transparent with clients. And also adapt to the new way of work which is virtual and remote.
Creating a strategy for multichannel communication
Creating an optimal multi-channel communication strategy involves several key steps:
Identify your target audience
Understand who your customers are, what their needs and preferences are, and what channels they are most likely to use. This will help you determine which channels to focus on.
Evaluate the channels available
Research the different channels and determine which ones are suitable for your business. Some popular channels include email, social media, SMS, instant messaging, and live chat.
Assign specific roles to each channel
Once you have identified the channels you will use, assign specific roles to each one. For example, you might use email for sending detailed information, social media for building brand awareness, and instant messaging for quick, informal communication.
Develop a content strategy
Create a content strategy that takes into account the different channels you will be using. This will ensure that your message is consistent and that content is tailored to the channel.
Monitor and analyze
Regularly monitor and analyze the performance of each channel to see which ones are working best. Use data and analytics to optimize your approach over time.
Create an integrated customer view
To gain an integrated view of the customer, companies should centralize customer data, and use it to create a single customer view. This will allow you to better understand customer behavior and preferences, and personalize your communication accordingly.
Provide Omni-channel customer service
Companies should provide a seamless customer experience across all channels, so customers can switch between channels without interruption and complete their tasks.
Use automation
Automation can help companies save time and money by automating repetitive tasks. For example, businesses can use automation to send automated email responses, schedule social media posts, and even conduct customer service.
Be mobile-friendly
More clients are using mobile devices to access the internet. Make sure your communication is optimized for mobile to reach these clients. By following these steps, firms can create an optimal multichannel communication strategy and improve engagement and conversions.
Which of the above are the most underestimated?
It would be a mistake to underestimate any of the above points. I will list at least 5 of the most important mistakes in building a functional and successful communication strategy.
- Many companies may use multiple channels, but not assign specific roles to each one. This can lead to confusion and inefficiency in communication, as well as a lack of consistency in message and branding.
- Companies may also overlook the importance of a content strategy, and instead create and distribute content haphazardly. This can lead to an inconsistent message, lack of relevance and interest among the target audience and low engagement.
- If a company does not have a system in place to monitor and analyse the performance of individual channels, it will make it more difficult, or in the worse case impossible, to evaluate and optimise their approach over time.
- Some companies may not have a centralized customer data and lack an integrated view of their customers. This can lead to an inability to personalize communication and improve customer experience.
- Companies should have the ability to deliver a consistent customer experience across all channels. If they can’t deliver it, the tone can lead to an inconsistent and frustrating customer experience.
Cases where companies have made such mistakes
Of course, there are many such cases and it would not be politically correct to name the companies concerned. I must add, however, that many of them have learned from their mistakes and have improved and optimised their communication strategy.
One specific example of a communication strategy that failed due to the underestimation of one of these key points is a retail company that did not assign specific roles to each channel.
They used social media, email, and SMS for all types of communication, which led to confusion for their customers. They also did not have a centralized customer data and couldn’t personalize the communication. As a result, their customers found the communication irrelevant and uninteresting, which led to low engagement and conversions.
Another company that did not analyze the performance of each channel, which resulted in a lack of understanding of which channels were most effective. They also didn’t have a content strategy, which led to inconsistent message and branding, and low engagement.
These examples demonstrate how important it is for companies to assign specific roles to each channel, develop a content strategy, monitor and analyze performance, create an integrated customer view, provide omni-channel customer service, use automation and not to underestimate these key points in order to create an optimal multichannel communication strategy that allows them to reach and engage customers effectively.
Lubomir Kozak is the CEO of BulkGate.
