In this blog, we’ll share actionable tips on how to transform customer communications to provide enduring value for your organization. Discover how to create a rich impact that allows you to connect deeply with every interaction.
According to a June report from research and advisory firm Forrester, Customer Experience (CX) quality in the U.S. has dropped to an all-time low, the worst since the study began in 2016. This issue is not confined to the U.S. either. The UK's Customer Satisfaction Index, released in July, reported satisfaction levels at their lowest since 2010.
How your business communicates and interacts with customers plays a pivotal role in shaping how they perceive and evaluate your brand. While factors like branding, pricing, and product quality are important, the ability to connect richly with customers is critical—yet many businesses still fall short in this area.
Customer expectations are increasing, but their tolerance for poor experiences and outdated communication methods is shrinking. Businesses often struggle with costly, fragmented solutions that fail to keep up with rising customer demands. Companies that have modernized their communication systems are exceeding customer expectations, often winning over customers from competitors that haven’t evolved with 1 in 3 customers saying they would leave a brand they love after just one bad experience.
Connect Richly: A Three-Step Guide to Multichannel Success
Step 1 – Expand your Communication Channels
An essential first step for any business looking to modernize its communication strategy is to expand the number of channels it offers for customer interactions. Research shows that 62% of customers want to engage with brands across multiple digital channels, meaning businesses that only offer phone and email options are falling behind.
Customers now expect the ability to communicate seamlessly across multiple channels, without being restricted by physical business hours or long email response times. This is especially true for younger demographics, like Gen Z, who prefer text-based communication that aligns with their digital habits.
Offering multiple communication channels not only provides flexibility for customers but also results in faster response times, broader reach, opportunities for personalized service, and can serve as a competitive advantage.
Step 2 – Ensure Seamless Experiences Across Every Channel
However, simply adding new digital channels isn't enough. If businesses deploy separate, ad-hoc solutions that don't integrate, it can lead to a fragmented experience for both the customer and the business. Without unified systems that store customer data, track interaction history, and capture conversations across all channels, businesses are unlikely to see the return on investment (ROI) they expect.
A recent survey 90% of customers expect consistent interactions across channels —whether through social media, in-person, by phone, or online. Beyond that, they expect companies to have access to all of their previous interactions for fast service. Meeting these expectations is nearly impossible for businesses using multiple fragmented systems to manage customer communications.
Step 3 – Unify All of Communication Channels Within One Solution
In today’s fast-paced business environment, effective communication is key to building strong customer relationships and driving growth. With customers reaching out through various channels, it’s essential to have a streamlined approach to manage these interactions efficiently. Employees often face challenges when juggling multiple tools for different communication channels, leading to inefficiencies and potential miscommunications.
GoTo Connect offers the most comprehensive suite of communications solutions designed to enhance customer interactions and drive business growth. Trusted by over 60,000 businesses, Whether you need a robust phone system, advanced customer experience solutions, or an AI-powered contact center, GoTo Connect has you covered. Our platform is easy to manage and packed with features to help you grow your business, empower your team, and enhance customer interactions.
MaidPro recently consolidated tools with GoTo Connect:
“We were frustrated with our old providers’ lack of innovation. GoTo Connect replaced three providers, offering better technology and centralized communication for our growing team. With excellent implementation support, we switched in weeks and saved money.”
Jeff Hanlon, President, MaidPro
Learn how GoTo Connect’s entire portfolio can enrich your customer communications and power your business growth.
