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Channels

Introduction​

In the customer journey from "awareness to engage", channels are the mechanism to start and continue actual customer engagement.

Introduction to CRM Channels

CRM (Customer Relationship Management) channels are vital for businesses to engage customers and build lasting relationships. Communication is critical for successful CRM, allowing businesses to digitally connect with customers throughout their journey, boosting conversions and customer satisfaction.

Key CRM communication channels include:

  • Webforms Webforms come in many digital settings, both on Essity and 3rd party sites.

  • Email Email remains a popular channel for personalized communication, allowing businesses to reach many customers cost-effectively. Personalization and automation are key to successful email campaigns.

  • Live chat Live chat enables real-time interactions with customers, offering instant messaging for quick support. Many customers prefer live chat over traditional phone lines.

  • Social media Social media platforms like Facebook, X, and Instagram are essential for customer engagement. Businesses should actively monitor accounts and post relevant content to strengthen connections with consumers.

  • Video chat Video chat offers a personal way to connect with customers, facilitating face-to-face interactions for complex issues. Cobrowsing can be used alongside video chat.

These channels help track customer interactions across multiple platforms, ensuring consistent communication and enhancing customer service3. Using these channels helps businesses understand and manage relationships with potential and existing customers more efficiently, driving revenue growth.

Engagement​

See child pages for specific details.