Using the right channel
It is important to use the channel that initiated the conversation because it helps to maintain consistency and continuity in the customer’s experience. When a customer initiates a conversation through a specific channel, they expect to receive responses and follow-up through that same channel.
By continuing the conversation through the same channel, you can maintain the context of the original conversation and avoid confusion. For example, if a customer initiates a conversation through a telephone call and you respond through email, they may be confused or frustrated by the change in communication method. Similarly, if a customer initiates a conversation through email and you respond through a sms, they may be taken aback by the unexpected interruption.
Using the same channel also helps to build trust and establish a sense of familiarity with the customer. It shows that you are paying attention to their preferences and that you value their time and convenience.
In summary, using the channel that initiated the conversation is important because it helps to maintain consistency and continuity in the customer’s experience, build trust, and take advantage of the capabilities of the channel.
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