Voice
Calls arrive in the same queue as everything else, with the caller history to hand before you answer.
Unified Comms & Telco
Multi-Channel Customer Communications
Most businesses do not lose enquiries on purpose. They lose them because the enquiry lands somewhere nobody is watching, and the customer simply tries someone else. One queue for phone, email, web chat and messaging means every conversation has an owner and a history.
What this protects
No enquiry falls between the channels
Revenue leaks through the gaps between channels. A message nobody owns is a customer who assumes you do not want the work.
One queue, one owner
Every channel lands in the same place, so a message is owned rather than left for someone to notice.
One customer history
If a customer emails after chatting, the agent can see what was already said instead of starting over.
See where enquiries come from
Volume and response time across channels, which shows what is working and what is quietly leaking.
The problem with three inboxes and a phone
Most businesses do not lose enquiries because they ignore them. They lose them because the enquiry arrives somewhere nobody is watching. A web chat window nobody monitors, a shared mailbox three people half-read, a phone message written on a sticky note. Each channel works alone, and together they leak.
Bringing the channels into one place means every conversation lands in a queue with an owner and a history. If a customer emails after chatting, the agent can see what was already said, which stops the conversation starting over every time.
Channels in one queue
Shared mailboxes turned into proper queues, so a message is owned rather than left for someone to notice.
Web chat and messaging
Live chat and messaging on your website, routed to a team rather than an unattended window.
One history
Every channel on the same customer record, so nobody asks the customer to repeat themselves.
Service hours
Set expectations per channel, so out of hours contacts get an honest response time rather than silence.
Reporting
Volume and response time across channels, showing where enquiries actually come from.
Signs your channels are not joined up
- The web chat window has not been answered since the person who set it up left
- A customer emails to follow up a call and gets a reply as if the call never happened
- Nobody can say how many enquiries came in last month across all channels combined
- Different people on the team give different answers to the same question
- Out of hours enquiries sit unanswered until the next working day with no acknowledgement
- There is no single record of what a customer has been told
Questions we get asked about Multi-Channel Customer Communications
No. Most businesses start with the channel causing the most trouble and add others as they get comfortable. Phone and email together is a common first step.
It usually replaces the shared mailbox habit with something more accountable. Staff work in one place rather than switching between tools.
It uses similar ideas, but it is sized for a normal business team rather than a large call centre. You do not need a bank of agents to benefit from one queue.
These can be brought into the same view. Whether you want that depends on your customers, and we will be straight about which channels are worth your attention.
Conversations are retained according to your policy, with access controls and an audit trail. We set the retention period with you rather than leaving it on the default.
Not sure whether you need multi-channel customer communications?
Book a free 60-minute health check. We will tell you what you actually need, including when the answer is nothing.