Multi-channel communication services are used to communicate and engage customers across multiple channels such as email, text, print, web portals, mobile apps, and social media. Multi-channel communication involves sending out information and material via multiple channels. It is the practice of engaging in more than one conversation at a time. The term multi-channel communication refers to the company's way of communicating with customers over different platforms, including SMS, email, mobile apps, and more.
Multi-channel communication service is used to provide
support to the customer using different platforms. Multi-channel communication
simply means communicating with customers thru multiple channels.
Multi-communication services have evolved with the rapid development of
information and communication technology and are a common form of practice
within new and emerging digital media applications. Multi-channel communication
services deliver the right information, through the right communication
channel, at right time.
Multi-channel communication services facilitate
customers to complete end-to-end information transactions using multiple
channels. It helps optimize business processes and enhances human interactions/communications
by managing flows, reducing latency, and media dependencies. Technological
advances in multi-channel communication, such as the integration of the Internet
of Things (IoT), artificial intelligence (AI), virtual reality (VR), and the
cloud, are improving the efficacy of multi-channel communication services.
Multi-channel communication services are used by
companies to communicate and engage with their customers through various platforms.
Multi-channel approach allows organizations to deliver information to their
customers based on their preferences. A successful multi-channel communications
system can increase customer retention by reducing the amount of time it takes
to answer a customer's query. This is vital because modern customers often use
more than one platform to communicate with a business.
Thus, there is an increasing demand for the multi-channel
communication services market worldwide. For example, in December
2021, Kaleyra, Inc. announced the launch of RCS Broadcast Messages as part of
its intuitive ‘ComPro’ platform. This communication channel is currently
available to businesses located in the U.S., U.K., and India.