Daan Pepjin says, “Today, people use many devices and platforms along their paths to purchase.

It doesn’t matter what screen size they have, what social channels they prefer, what apps they use, or what touches with your brand they’ve had in the past.

You need to make sure you do your part to help them feel good about your company along the way.

Your engagement solutions, therefore, need be consistent, helpful and vigilant across the board. This is true if a prospect first reaches out to you using Twitter’s mobile app only to later follow up via email.

And it’s likewise true if a prospect first reaches out to you with a phone call and later pings you using your website’s live chat box. No matter where, how and when people find you and attempt to communicate with you, you need to be there, providing a one-on-one engagement experience worthy of your multi-channel brand”.

3 Essential Elements for Winning at Multi-Channel Customer Engagement

Business.com

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