3 Ways Omnichannel Messaging Engages Your Audience in Moments of Crisis

Adding multiple digital channels to your communication efforts can feel like a lot of work, but it’s the best way to engage your audience, especially in moments of crisis. Omnichannel messaging allows you to reach out and keep your audience up to date seamlessly, using whatever channel each individual prefers. That means you continue to give a personal customer experience through difficult times.

Adding SMS into your omnichannel messaging can be one of the best ways to reach your audience quickly. 78% of US consumers say receiving a text message is the fastest way to reach them for important service updates. So if you haven’t already incorporated text messaging into your engagement strategy, now is the time.

With Omnichannel messaging you are able to see interactions as a single, continuing conversation, blending all message types. No more different threads for different channels. This makes your communication much easier and more seamless during times of crisis, where you don’t have bandwidth to manage multiple message flows in different channels. By keeping everything in one place you can quickly send and respond to messages with relevant information.

3 Examples of Using Omnichannel Messaging During Moments of Crisis

1. Priority Updates.

Using an omnichannel strategy, you can send critical updates using a channel that you know each individual uses and prefers.

• For example, if you have new updated priorities for appointments scheduled you can send the same message across SMS, Facebook Messenger, or WhatsApp all automatically. The message will route to the individual’s preference based on the status in their record. So you know you’ll reach them in the fastest way possible, the way they want to hear from you. That way you can worry less about frustrating or annoying a customer with updates.

2. Operational Updates.

Keep clients, students, patients and more up-to-date on your business status.

• From services and calendar updates to business hours, special services, or new procedures, you can keep everyone in the loop. This helps avoid any confusion when things are changing rapidly.
• For example, say a prospect starts an interaction with a company via their Facebook page asking about new operations. The rep can immediately check for any other conversations across marketing sales and service to see if there is any conversation history. If the prospect then decides to send an SMS to sales and that same rep is unavailable, another rep can respond to their request. The new rep can see the entire messaging history, so the prospect doesn’t have to repeat themselves to continue their conversation.

3. Special Offers.

You want to serve your audience as best you can. Messaging helps you share new ways to access your services, special offers or webinars.

• For example, if your physical location is closed you can send your audience offers with a link to your online shop to encourage them to continue shopping, just in a new way. They’ll be sure to see the offer because you are reaching out to them on the channel they have chosen as their preferred communication, one that they are likely checking often.

The Bottom Line

With omnichannel messaging you’ll know your key info is read since you’re using the channel your individual audience members have chosen as their preference.

• You’ll stay in touch, without being overbearing or annoying.
• Your reps and users will see a single, continuing conversation, blending messages from SMS, MMS, Facebook and WhatsApp, making conversations relevant and timely.

Want to see how SMS-Magic Converse helps clients achieve all of this with text messaging? Reach out and we’d be happy to give you a personal tour and share examples from our clients!