5 Questions to Ask When Choosing an Omnichannel Communications Partner

Are you considering adding an omnichannel communications partner to your existing tech stack? Maybe you want to upgrade your existing omnichannel platform to one with more advanced capabilities? Selecting the […]

Are you considering adding an omnichannel communications partner to your existing tech stack? Maybe you want to upgrade your existing omnichannel platform to one with more advanced capabilities? Selecting the right omnichannel messaging provider can make or break your hard-earned marketing and customer experience strategies. When choosing a new omnichannel partner, you’ve got to ask the right questions. You should not only be thoroughly researching a prospective partner, but you should also be asking their sales and customer success teams some critical questions. Here’s everything you need to know about selecting the best omnichannel messaging partner for your brand.   

Why should you have an omnichannel communications partner?

  Long gone are the days of brands engaging customers via a single channel. Savvy marketers and customer experience teams are now taking an omnichannel approach to their efforts and communicating with buyers across all platforms. From WhatsApp and Viber to Facebook Messenger and Instagram Business, smart brands meet customers on the platforms where they already are. Businesses that take an omnichannel approach reap more rewards. Brands that have implemented a mature omnichannel strategy are 3X more likely to report significant growth in revenue over the past year and unmatched customer experiences. Furthermore, these companies are also 4X more likely to report extreme customer loyalty. By adding an omnichannel communications platform to your arsenal, you can boost customer satisfaction, retention, and profits. Now that you know the benefits of omnichannel communications, here are five important questions to ask when selecting a quality provider.  

5 questions to ask when choosing an omnichannel messaging partner

  1. What channels do you offer? This one’s a no-brainer. A quality omnichannel communications provider must be able to deliver and support the proper channels for your needs. Additionally, they should guide you on which channels will work best for your brand and industry. For example, are you looking to tap into specific markets? Do you want to attract a particular audience? A fantastic omnichannel partner offers a comprehensive portfolio of channels that caters to your brand’s unique needs.  Look for a vendor who supports various channels, including Viber, WhatsApp, Instagram Business, Facebook Messenger, Google Business Messages, Twitter Business, and more. Also, don’t forget about SMS, RCS, and Voice solutions. Whatever your needs are, you want to make sure you’re covered!   2. How flexible are your solutions? Let’s face it – not all of us are super tech-savvy. When selecting an omnichannel provider, you need a platform that makes your team’s lives easier. If your marketing team can’t figure out a platform, it can set your entire campaign schedule back. Or, if your customer support team has no visibility into the various channels customer conversations are taking place on, you will end up with unhappy customers and decreased loyalty. Prioritize a partner that can provide a variety of solutions that can scale with your brand as you grow.    3. Do you offer security solutions? Fostering consumer trust hinges on robust security features. As a responsible brand, you want to ensure your customer’s sensitive data is protected from cybercriminals. According to a global survey, enhanced security will boost overall customer satisfaction from 13% to 40%. Furthermore, consumers are willing to spend more with brands they trust to protect their data and privacy. Two-factor authentication (2FA) keeps your customers safe and your brand secure. Using 2FA, you can effortlessly verify new users, secure transactions and accounts, and cultivate trust. Choose an omnichannel communications provider who offers 2FA and encrypted channel options to increase your and your customers’ security.   4. Do you offer a comprehensive roadmap for success? An excellent omnichannel partner is committed to your success and delivers a tailored service that exceeds your ROI expectations. From the initial consultation to execution, they offer ongoing support throughout your entire journey. Ask your potential communication partner how their team will help you achieve your brand’s goals. It’s crucial to find out if you’ll have a dedicated customer support team who will work with you every step of the way.   5. Can your solutions be integrated with my existing systems? When it comes to consumer engagement, integration is key. An omnichannel platform that can seamlessly integrate into your existing tech stack offers the flexibility to add new messaging channels directly into your current CRM. This integration enables your systems to share essential data for a cohesive customer experience. Look for omnichannel solutions that allow you to integrate their communication services into your existing customer management tools, such as HubSpot, Salesforce Marketing Cloud, and Oracle.  

Say hello to your next omnichannel communications partner

  Remember these five questions when scouting a new messaging partner. If answered correctly, you’ll find yourself set up for long-term success. Feel free to put us to the test by contacting us today to set up a call. We’re prepared to deliver for you!