Multi-channel capture is all about catching and recording the data from multiple ‘channels’ or systems, be it email, website forms, fax, database print streams, network file folders, web applications etc.
With the evolution of technology has been the growth in communication channels and systems that people now rely on. Instant messaging and Wi-Fi calling has come in along side SMS texting and traditional phone calls. Businesses are more commonly using instant messaging services that integrate into all of their platforms and websites are increasingly offering live chat and bots as a way to communicate.
This evolution and change in the way we use technology means customers are interacting with your business in a mix of ways on various channels. During the lifetime of a customer, they might be communicating with you multiple times on 5 different channels.
In order to meet the demand and stay on top of your game, it’s vital that you don’t miss any of these communications.
With the introduction of multi-channel capture, it’s possible to take information from any source or channel that a customer uses and capture it in a centralised platform.
Capturing this data brings with it a lot of advantages - here’s three benefits of multi-channel capture that you need to know about:
1) Global Data Access - Anywhere, Anytime
With all captured data being added to a centralised database, it means you can pick up on the information from anywhere. This can be particularly useful if you have multiple offices handling different types of enquiries as everyone can access the same information.
For those working out of the office, possible home workers, people on business travel or travelling sales people, they can always access communications and messages no matter which channel it came through.
For example, if a sales person receives a message directly to the office, whether it’s be post, fax, email etc., they can pick it up even when away from the office, bringing us onto the next benefit…
2) Faster Actions and Decision Making
Having all of the information go to one place means you’re less likely to miss out on key communications and with the easy access to information, means you can take actions quicker.
Where in the past you might have to wait for a message to reach your desk (which can take a while depending on the channel the message came through), you can now access all of the information a lot faster and make decisions based on the information.
3) Secure, centralised data storage
No matter the channel or the message, it’s crucial that communications and data are kept secure! By capturing and centralising the data that comes into your company, it’s easier to govern and look after and allows you to maintain one version of the truth.