Connecting to the online masses

As the era of one-to-one communication with customers is swept away by new media, businesses need a multi-channel strategy to touch base with customers.

Gone are the days when a customer could only communicate with an organisation through one-to-one channels such as mail, the phone or in person. Conversations around organisations and their customers are happening in greater numbers across an increasing number of communication channels every year. Even the channels themselves are undergoing radical change, with the emergence of many more technologies including social media such as Twitter, Facebook and customer forums that allow for many-to-many communication. Increasingly, customers are turning to emerging technologies and expecting businesses to do the same.

The New (and Old) Support Channels

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