For allowing your users to easily contact you when they want to, using a method they are used to.
A communications platform brings all the communications from your users into one portal, allowing your staff to manage and correspond more efficiently. Users can still contact you using their preferred method but staff save time and confusion jumping from one platform to another.
For example, users can contact you via email OR voicemail OR text OR Facebook Messenger OR What’s App etc. Staff log into one communications platform to action them all.
Contact information and privacy
Handling and processing contact information requires careful planning. You should understand how the tool will manage this information. This includes how the data is kept accurate, safe and secure. You should also be able to communicate this to your users in simple language.
Quality of platform
Communications Platforms have seen a massive growth in recent years, commonly now called CPaaS, or Communications Platform as a Service. Make sure you chose a quality one by investigating it provides:
Try to think ahead when choosing your platform. Are you likely in future to want to be able to
Ask potential suppliers questions about these areas, so you can make an informed decision.
Some platforms have a cost to them. It can be worth investigating what benefits are included in each package. Some packages includes help and advice about best practice. Some platforms offer assistance from a developer to set up your new system.