It’s important to offer a variety of channels for customers to communicate with your business, but as this infographic by Orange demonstrates, not all channels are created equally. The customers’ preferred communication channel will often depend on the industry you are in. For example, 70% of customers using financial services prefer to communicate over the phone, but only 23% of internet shopping customers prefer that same channel.
The infographic also looks at the financial aspect of multi channel CRM by presenting the relative cost of each communication channel. As the infographic suggests, it’s important to find balance between customer choice, communication effectiveness and cost. This infographic is a great tool that explores many of the key issues to consider when using a multichannel CRM, such as customer needs and desires, the advantages of cloud CRM, and how smartphones are changing the way customers interact with businesses.
