The channel doesn’t matter: Get and keep customers with a channel-agnostic approach
We are approaching an era where unified communications networks are possible. This means moving from omnichannel to channeless (perhaps even channel-agnostic) due to the technologies that are available to create this unbroken matrix of communications media.
What that means in practical terms, is that a customer can communicate with a company in any way they want without concerning themselves with the channel. They’re fully focused on the message and the communication.
To give you an example of the difference, imagine looking at an email with a phone number in the email, giving you the opportunity to call from the email. Tell me which example you like and which you don’t.
- You click on the phone number in the email and you’re taken out of the email and into a new window, where a new app, like Skype, opens in order to make the call.
- You click on the phone number …