Knowing when and how to talk to your customers has grown in importance over the last several years.
With the changing consumer habits and the convenience of digitalization, profits and ROI rely on one specific ability – building lasting relationships with your customers.
That’s where multi-channel messaging solutions play a crucial role, given the opt-in nature of the channels.
That’s the way to go if you want to reach customers with relevant content and on digital platforms and channels they prefer. Today’s article offers a deep dive into multi-channel messaging and how to do it efficiently with marketing platforms like VibeTrace. Let’s begin!
What is Multi-Channel Messaging?
Imagine the following scenario – you own or manage an e-commerce website and just added an exclusive limited-edition product. Wouldn’t it be awesome to alert customers of new arrivals and reach them 100% of the time?
That’s what multi-channel messaging can do. The versatility of using these channels made messaging a necessary part of the marketing mix. It also became a driving force behind strengthening relationships with visitors and gaining loyal customers.
Below, we’ll explore why, so keep reading!
Importance of Multi-Channel Messaging
Research by Harvard Business Review from 2017 proved that modern customers are multi and omni-channel consumers. More than 73% of the people in a pool of 46,000 participants shared they’re using multiple channels in their shopping experience.
Touchpoints constantly increase with the evolution of new communication channels and the ability to use different devices. And the rise of multi-channel messaging is undeniable. Research has busted the myth that push notifications annoy most users.
In fact, according to TrueList, 70% of customers think that push notifications are helpful.
The permissive nature of multi-channel messaging has one significant advantage over all other communication methods. If people opt in, they’re clearly interested in your offers and content. Which already puts you one step ahead of the competition.
If you’re already convinced it’s worth using multi-channel messaging in your strategy, but don’t know where to start, let’s go over the primary methods you can use!
Main Methods of Multi-Channel Messaging
There are several channels you can use to send messages. Each has its advantages and is suitable for specific situations. You want to integrate at least 3 of them into your workflows to ensure you can reach your customers across multiple channels. You can consider:
- SMS Marketing – most suitable for existing clients, text messaging is preferred for sending customer-specific content and information, like order confirmations and deliveries, personalized discounts, and specific offers. When using SMS marketing, you can see a 2x growth in ROI, thanks to reducing cart abandonment and increasing upselling and cross-selling opportunities.
- Web Push Notifications – web push notifications are a superb solution if you want to increase the number of return visitors and make each visit to your website more valuable. They are perfect for time-sensitive discounts and offers, especially for people who haven’t purchased yet and haven’t provided their phone for SMS marketing.
- App Push Notifications – similar to web push notifications, app push notifications allow you to send short bits of copy, but this time it’s to your customers’ phones. Of course, that assumes you have a mobile app. If you do, using app push notifications is a must because customers can see and act on them immediately.
- Live Chat – live chat provides a unique way to make your business available. That way, customers can reach you when it’s convenient for them and receive immediate support. Whether it’s about the availability of products or just following up with a purchase, the more people you can help in the least amount of time has a positive effect on revenue. Live chat is a powerful way to strengthen relationships and delight customers.
- Social Media Messaging – there’s no doubt your customers are on social media. If that’s the most engaging channel for them, you must be available through social media messages. Platforms like WhatsApp, Viber, Messenger, and Telegram offer a quick and probably the easiest way to send automated yet personalized content to enhance the customer experience.
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Benefits of Multi-Channel Messaging Solutions
As you notice, each method is specific and has its own value. Integrating several through your multi-channel messaging solution will combine these advantages and help you with:
- Streamlining Communication Across Multiple Channels – today, we’re spoilt for choice. Customers can communicate with brands through multiple channels and reach them virtually 24/7. A multi-channel messaging approach helps you stay in touch through all of them, get your message out there, and not get lost among the noise of other brands.
- Enhancing Customer Engagement – multi-channel messaging is permission-based, which means you can create a unique customer experience at every touchpoint. Sophisticated tools help you create customer profiles and target specific segments with the most relevant messages. That’s the fastest way to boost customer engagement.
- Improving Brand Consistency – consistency is key for any brand. When you compete with the noise from everyone else and juggle several communication channels, using a robust multi-channel messaging solution will help you stay consistent and deliver the right message at the right moment.
- Increasing Efficiency and Productivity – you can automate multi-channel messaging through various triggers and for different scenarios. You can send automated promotions, offers, reminders, and anything you can fit in a message when using these channels. And the best part – it’s hands-free.
If you’re wondering how all this is possible, below, we’ll cover the overall process that unfolds behind the scenes when you put a multi-channel messaging solution to work!
How Do White Label Multi-Channel Messaging Solutions Work?
Multi-channel messaging solutions don’t work independently of your other communication channels and workflows. On the contrary! They rely on everything that happens across your communication strategy. What do I mean?
To enhance customer experiences and offer the right products at the right time and through the right channel, you need to break down existing silos. That can happen only by using a unified marketing platform like the one offered by VibeTrace.
Such platforms help you carry out several crucial tasks:
- Track user behavior and gather real-time data on interests, habits, and preferences;
- Aggregate data and create detailed customer profiles with specific characteristics and behavior;
- Match relevant recommendations generated based on the gathered data through a product recommendations engine;
- Automatically send out customized offers and personalized recommendations via the users’ preferred channel – that includes messaging through push notifications, SMS, and even live chat, along with email marketing;
- Track campaign performance – push notifications and text messages are just as valuable conversion campaigns as paid ads. On platforms like VibeTrace, you can use customizable UTM tracking to determine the efficiency of your messages.
Rinse, Repeat, Prosper. The more data your platform can gather, the better its performance and the results it can generate.
The only question left is how to choose the best platform for that purpose. We’ll answer that immediately!
Choosing the Right White Label Multi-Channel Messaging Solution
White label MarTech is huge in the industry. It reduces costs and helps you acquire tailor-made tools to carry out successful marketing operations. But since there are so many options, the question is how to make the right choice. Here’s a step-by-step guide to doing exactly that:
- Assessing Your Business Needs – integrating technology in your marketing operations starts with evaluating business needs. If it’s increased ROI and improved performance that you seek, along with better customer relationships, a white label multi-channel messaging solution aligns with those needs.
- Researching Available Solutions – make a side-by-side comparison of the available options. Do they offer comprehensive integration and a variety of features that can accomplish your goals?
- Evaluating the Features and Functionality of Different Solutions – the next step is considering the available features and their functionality. The best way to do that is by requesting a demo. VibeTrace offers you this risk-free opportunity to see the platform in action and how well it will work for achieving your goals.
- Considering the Cost and Scalability of the Solution – some white label multi-channel messaging solutions and the platforms they’re part of might be too big for small businesses. If you’re after growth, get the essential tools at a reasonable price with a scalable solution. That way, the platform will scale with your needs and results, and you’ll save on additional costs.
Once you go through that process, you’ll be able to choose the best fit for your business. But why use a white label multi-channel messaging solution and not develop one yourself? Let’s see!
Why Choose a White Label Solution?
White label MarTech has proven itself to be a game-changer. When you choose that option instead of developing a tool yourself, you save money and time that would otherwise sink into development.
The best part? Robust solutions like VibeTrace can be fully branded for your business and scale according to your needs. The development team takes care of all deliverables and maintenance in a timely manner. You can even commission additional features that might benefit your operations and never lift a finger for developing them.
Now that you’re convinced the way to go is with white-label MarTech, don’t hesitate to contact us and book your VibeTrace demo today! Growth awaits – achieve it!
