When you match a person’s online behavior with their demographics and usage patterns (which we’ll discuss below), you can determine which communication methods they prefer.
3. Usage models
Imagine walking into your favorite coffee shop; the barista knows your usual order. Think about a time you received a recommendation from an online retailer that immediately met your need. Such experiences are not coincidences; the company effectively segments customers based telemarketing data on their habits and usage patterns.
Customer segmentation divides people into groups based on various characteristics. These include psychographics, behavioral, and demographics. This way, you can understand your customer’s preferences and needs, and adapt your messaging strategy accordingly.
To fully understand your audience, you goal development and future planning need to distinguish between generations and their preferred communication channels.
Baby Boomers often prefer phone and face-to-face interactions because they are unfamiliar with online messaging. However, Millennials, Gen Z, and Gen X value digital channels, including social media, email, and chat.
Among the younger generations, Millennials prefer live chat tools, while Gen Z prefers instant messaging. Gen X loves a good email. Knowing these things can help you determine when to use WhatsApp chat versus email or live chat.
Exploring the Multi-Channel Messaging Landscape
Often, businesses want to be able to use a single channel and reach all their potential customers. However, this is not beneficial in the long run. Instead, you should explore the multi-channel messaging landscape, which includes any of the following channels:
Chat
Live chat is a tool that connects customers to human representatives. Users can resolve issues faster and get answers quickly. Therefore, they wait less and do not have to sift through your website Knowledge Base . Below is an example of Chatway live chat software on a website.
Email allows you to send and receive messages on any device. With advances in technology, users can send emails to businesses in minutes. However, responses can take some time, depending on fax marketing when the message was sent and the information required to respond.
In-app messaging
In-app messages are delivered to users while they are active in your proprietary mobile app. These are very different from in-app chats, which focus on one-on-one service. In-app messaging typically encourages app users toward conversions.