Cross-channel communication doesn’t just provide a more seamless user experience — it also keeps customers coming back. Companies who offer a cross-channel experience have seen over 90% higher year-over-year increases in customer retention, according to Aberdeen.
Cross-channel engagement has been a blessing as well as a burden for some companies. On the one hand, businesses have more ways to interact with prospects and customers. On the other, all of these channels, be it social media, web chat, or text messaging, requires companies to actually monitor, respond, and engage consistently with customers over all of these channels. Not an easy task!
Cross-channel management doesn’t have to be a cumbersome exercise though. Today, it is imperative for all customer conversations to be in one holistic view or businesses will fail on business efficiency and effectiveness.
The companies realizing the most success with cross-channel messaging are seeing a significant boost in customer satisfaction and revenue, while also achieving positive impacts on productivity. Let’s dive into the ways that cross-channel messaging can be used to engage customers and drive more business.