13+ Multichannel Communication Best Practices in 2021

Multichannel communication refers to the practice of sending messages across multiple channels, such as email, SMS, social media, voice calls, video, and more. While multichannel marketing typically focuses on marketing-related messages, multichannel communication encompasses all types of non-marketing related messages, including customer support interactions and business announcements. To avoid customer fatigue, messaging inconsistencies, branding hiccups, and duplicative communications, businesses should follow best practices for multichannel communication, such as using channels customers want to use, learning about customers' preferences and behaviors, and creating cohesive ongoing conversations with them. This includes tailoring messages to the channel, creating guidelines for messaging, ensuring device responsiveness, and considering nondigital communications. By following these best practices, businesses can improve their customer loyalty and ultimately hurt their bottom line.