Planning customer communication across email, SMS and WhatsApp
· By SeyCode
Choosing channels is only part of customer communication. A workable process also needs a clear audience, a purpose for the message and someone responsible for the response.
Start with the purpose
Separate promotions and interest-based updates from account-related communication. In an auction business, promoting an upcoming sale is a different workflow from discussing a particular buyer’s transaction. Keep the purpose clear when preparing the audience and content.
Choose the channel around the message
Email provides room for detail. SMS suits concise text updates. WhatsApp supports conversations and approved template messaging through a connected account. Use the customer’s permissions and preferences to guide the choice rather than sending everything through every channel.
Give replies an owner
Before sending, decide who will monitor responses and what follow-up is needed. SeyConnect’s shared inbox and staff attribution help organise that work. Scheduling a message should include planning for the enquiries it may produce.
Check contact records and permissions
Imported data needs attention: where the record came from, whether the channel is usable and whether permission exists for the intended message. Subscriber interests and opt-outs belong in that process.
Plan for the channels you have today
SeyConnect supports email, SMS and WhatsApp through configured connections. Push notifications are planned. Build today’s workflow around available channels and discuss future requirements separately.