All About the API: How to Use Multi-Channel

Drew Matthews, Ytel |  

At All About the API last month, our Director of Infrastructure, Drew Matthews, spoke at a developer workshop about multi-channel communication, using this strategy efficiently  to reach customers in new ways, and how it can be effective to drum up new business, keep prospects interested, and much more. Here's a recap of the workshop! 

message360° API uses multichannel communication efficiently

At All About the API last month, our Director of Infrastructure, Drew Matthews, spoke at a developer workshop about multi-channel communication, using this strategy efficiently  to reach customers in new ways, and how it can be effective to drum up new business, keep prospects interested, and much more. Here's a recap of the workshop! 

 

What is multichannel?  Communicating with your customers via multiple sources, such as: 
  • SMS 
  • Email 
  • Phone 
  • Direct Mail  

The truth is... 

  • About 22% of emails are read, and the average response time is 6 hours
  • Voicemails are neglected 80% of the time 
  • Text messages open rate is 98%, with an average response time of a few minutes

Multi-Channel Best Practices

Voice

  • Call during reasonable hours
  • Make sure they have the time to talk
  • Get to the point
  • Use your own number
  • Keep your Do-Not-Call (DNC) list updated

SMS (Text) 

  • Choose the right time of day 
  • Allow responses
  • Keep it short and sweet
  • Use your own number
  • Follow the rules
  • Test, test, test!

Email

  • Follow up!
  • Receipts of transactions
  • Newsletters
  • Occasional promotions
  • Any time sensitive collateral 

Direct Mail

  • Personalize your mail
  • Make it single purpose
  • Options for responses
  • Don’t give up after one mailing

How is multi-channel changing the game?

  • Gathering much more customer information
  • Providing a more responsive experience
  • More personalized follow-ups
  • Direct communications with every customer

Want to learn more about multi-channel and how it's changing communication as a whole?

Check out this article on Tech in Motion's blog  where Nick, our CEO, shares how to satisfy the demands of consumers and new trends through communication and active listening. 

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About The Author

Drew Matthews, Ytel

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Drew is Ytel’s go-to guy for anything tech related. That’s why he’s our Director of Infrastructure. IT and Drew speak the same language. Drew manages the security of Ytel’s Networking, Systems, and Programming avenues.


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