Channel
The means people use to engage and interact with us.
Description
Channels are the means of communication between people and the enterprise. They are where moments of interaction between people and the enterprise take place. This includes media, devices, communication systems, or physical environments used to facilitate interactions.
Examples
- An airline uses an instant messenger app to communicate with their customers synchronously, helped by an inbound call centre.
- An insurance company operates physical stores to sell printed tickets to use their services.
- A tech company builds a virtual Metaverse presence to interact with their job candidates.
Use
- Get an overview of where/how people interact with the enterprise or each other and make them connect.
- Manage channels as part of engagement strategies, such as crosschannel or omnichannel engagement.
8Trace journeys across physical and digital channels, and optimise products and brands for preferred media and environments.
Related
Variants
- Voice or chat-based media
- Synchronous or asynchronous
- Physical or digital
- Online or offline