Multi-channel IP Communications Key to Driving Business During Economic Turmoil

At a time when budgets are being shrunk and workforces are being trimmed amid economic turmoil that is sweeping the nation, successful businesses continue to thrive because they are able to effectively service their customers. In an age where communications media choices are greater than ever before, customer service necessarily means being able to offer alternative means of communication and access to information, based on each customer’s needs and desires.

A recent survey of more than 200 key decision makers in financial services, retail, telecom, and other industries conducted by Forrester Consulting confirmed the same, with 77 percent of respondents agreeing that proactive customer communications is integral to their businesses. At a time when the business landscape is as competitive as ever, and when the effects of a slumping economy are being felt across all sectors, the realization that they must proactively engage existing and prospective customers will drive flourishing businesses.

"Adopting a multi-channel communications strategy will enable organizations to communicate more effectively with customers and reach them by the most appropriate channel based on the customer’s preference or message content," said Mark Friedman, chief marketing officer at SoundBite Communications, which commissioned the study.

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