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“Now listen, sonny, that’s not how we used to do things in MY day.” Ever been told that before? If so, did it drive you crazy? Especially when the advice being given was relevant during, oh, I don’t know, when the cool technology startups had green screens and floppy, noisy, storage.
Multi-channel communications is a term that’s come into vogue in recent years. Basically, it means that a business uses all the communication channels at its disposal to actively listen to and engage with customers and prospects. The telephone is but one channel in a business’ multi-channel communications playbook. Others might include Twitter, Facebook, Web chat, email, and text messaging.
No matter how small a business might be, it’s important to project a professional appearance to new customers and prospects. For example, an email address from your business domain has more impact than, say, a standard Gmail email address. The same is true with your phone number. If you really want your business to look…
In this article, we cover: Environmental risks of having too many cellphones; Why people buy multiple cellphones; How to reduce the demand in mobile phones; How virtual phone number services contribute to reducing pollution; How to dispose of an old mobile phone. How can we reduce the environmental impact of mobile phones? Once an expensive communication…
Telephone customer service recently received a huge black eye, thanks to an audio recording that went viral. The recording was of a phone conversation between a Comcast customer retention service rep and a customer trying to cancel his account. The gist is that Comcast’s rep continually asked why the customer wanted to discontinue service and then persistently pushed Comcast products. The recording is well worth a listen,…
Updated: 23d January 2017 In this article we cover: Why it’s important to be accessible; Challenges of multichannel communication management; MightyCall mobile app as a management tool; Case study: MightyCall’s Activity Queue in show business. While companies struggle to provide more and more ways to contact them, multichannel communication poses certain challenges you cannot ignore.…
Are You Ignoring Gen X and Gen Y Customers? There’s a generational disconnect in how businesses communicate with customers today. And it might be costing you money. In a late 2012 Forrester Research survey, participants in different age groups were asked if they prefer online customer service vs. talking with a service rep by phone. Generation Y (born 1980 to 2000) was the largest group to favor online communications, at 44 percent, followed…
The number of mobile phones is expected to exceed the world’s population this year, according to the International Telecommunications Union. Of course, many people, especially in developing countries, don’t have a cell phone. So this means that among those with mobile phones, many have a primary and secondary phone (the second one for work, most likely). In addition, lots of us also have a Skype, Google Voice…
