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Build a modern multichannel customer communication strategy that meets customers on phone, chat, email and LinkedIn.

You answer a support call, an hour later the same customer follows up by email, and the next day they send a message on LinkedIn.

Does your team see those three interactions as one continuous conversation or as three separate handoffs that waste time and frustrate customers?

Modern customers expect to reach brands on the channel of their choice, and businesses that insist on a phone only approach risk creating fragmented experiences that damage loyalty and reduce lifetime value.

This article explains what multichannel customer communication actually means, why it matters strategically, how to manage the added complexity, and how a specialist partner can deliver a professional multichannel presence quickly and without unnecessary overhead.

What multichannel customer communication means

Multichannel customer communication is the deliberate practice of making your business reachable and responsive across a set of distinct channels such as phone, email, website chat, messaging apps, and social platforms like LinkedIn.

Unlike omnichannel, which aims to stitch channels into a single seamless experience, multichannel is the essential step that ensures you are present where customers already are. For most organisations this is the practical and immediate priority before investing in deeper cross channel integration.

The strategic benefits of a multichannel approach

Meeting customers on their preferred channels reduces friction and raises satisfaction because different channels are better suited to different tasks.

Quick factual questions are often fastest on chat or messaging, issues that require attachments or formal records are better handled by email, and complex or emotional conversations still benefit from voice.

Research shows that a majority of customers want to interact across multiple channels and that offering those options is an important component of good customer experience. Having the right channels available increases perceived convenience, which in turn supports retention and advocacy.

Certain channels also increase operational efficiency. Chatbots and AI driven assistants can handle high volumes of repetitive requests around the clock, reducing simple ticket volumes and freeing human agents to focus on high value or complex interactions. Many CX leaders now view chatbots as a core capability for handling routine queries at scale and to provide 24/7 availability that customers increasingly expect.

And, presence on professional networks such as LinkedIn expands B2B reach and enables proactive engagement. LinkedIn continues to be a primary platform for B2B conversations and lead generation, which makes the platform a logical place to offer customer support and to handle inbound commercial queries in a professional context.

The challenge: managing multichannel complexity

Implementing multichannel communication is not simply a matter of opening new inboxes. The main challenges are technology, process, and people.

You need an integrated stack or a platform that can ingest messages from multiple sources, identity resolution so the same customer is recognised across channels, and reporting that shows channel performance and SLAs.

On the people's side agents must be trained to handle platform specific norms while preserving a consistent brand voice. Many companies find it difficult to do this well in house which is why adoption stalls despite clear customer demand.

How to implement multichannel without breaking your operation

• Choose channels with purpose. Start with the channels your customers use most and map each channel to the tasks it performs best.
• Standardise identity and context. Use CRM integration and a unified ticketing or agent desktop so every interaction shows purchase history, prior tickets, and the last contact channel.
• Automate tactically. Deploy chatbots for routine queries and self service, but provide clear, fast human escalation paths so customers never feel trapped.
• Monitor channel KPIs. Track first response time by channel, channel conversion for commercial interactions, CSAT per channel, and containment rate for automation flows.
• Pilot then scale. Run short pilots on one product line or region, measure outcomes, then scale channels that materially improve satisfaction or cost efficiency.

These steps let you gain the benefits of multichannel customer communication while keeping control over cost and quality.

Why a partner simplifies the transition

A specialist partner brings three immediate advantages. First, preconfigured multichannel platforms and dashboards let you ingest phone, email, chat, messaging apps, and LinkedIn without long procurement cycles.

Second, an experienced partner already has agent training programs and operating playbooks for each channel so quality is consistent from day one.

Third, outsourcing the initial lift converts fixed platform and training costs into a variable service you can ramp up or down as needed. The net result is a professional multichannel presence with predictable SLAs and transparent reporting, without the overhead of building everything internally.

At Nexxus we staff teams who are proficient across phone, email, live chat and LinkedIn engagement, and we pair them with analytics dashboards that show channel health, response times, and containment by automation. That combination gives you the customer experience benefits of a multichannel strategy and the operational discipline to keep quality high.

Practical ROI examples

Reduced handling time: Routing simple queries to chatbots and self service reduces average handling times for human agents and improves overall throughput.

• Reduced handling time: Routing simple queries to chatbots and self service reduces average handling times for human agents and improves overall throughput.
• Higher first contact resolution: When agents can follow a conversation across channels rather than starting from zero each time, first contact resolution rises and repeat contacts fall.
• Increased upsell opportunities: Proactive outreach on channels like LinkedIn can convert into commercial conversations with higher conversion rates compared with cold outbound efforts.

Final Thoughts

The phone call is only the beginning. Customers expect options and speed, and multichannel customer communication is the pragmatic strategy that meets those expectations while improving efficiency and commercial outcomes.

Start small, instrument everything, and scale with the channels that prove value. If you want to launch a reliable, professional multichannel service without the internal complexity, Nexxus Solutions can provide trained teams, platform integrations, and granular reporting to get you live fast.

Ready to meet your customers wherever they are? Contact Nexxus Solutions to design a multichannel strategy that delivers consistent experience, measurable KPIs, and predictable outcomes.