Communication channels: which one is best for you?

Adebukola Ajayi
June 20, 2023

Communication plays a vital role in everyone's lives, both personally and professionally. Nowadays, we have many ways to communicate, but it can be tough to figure out which one is the best for our needs.

Whether we want to talk face to face communication with a friend, work with colleagues, or do a consultation, choosing the right, effective, and personal communication method can make a big difference in how well we can connect with others.

In 2023, we have so many options available to us. We can have a face to face conversations, make phone calls, send emails, use instant messaging, or even have video conferences. Each communication method has its advantages and disadvantages. It's important to understand these pros and cons so we can decide which method is best for different situations.

This article will explore the various communication methods we have and help you figure out which one is right for you. We will look at things like how quickly you provide a response, how much interaction you can have, what is the best communication channel, how private the communication is, how formal it needs to be, and how convenient it is.

What are communication channels?

Communication channels serve as essential tools for companies to establish and maintain relationships with their audience. They play a crucial role in enhancing the customer-brand experience, fostering relationship marketing, building brand recognition, and ultimately impacting sales.

These channels enable companies to accomplish various objectives, including:

  • Companies can utilize communication channels to keep their audience updated about industry trends, events, news, and other relevant information related to their business.
  • They facilitate two-way communication, allowing companies to address questions, respond to comments, and actively engage with their audience.
  • They allow businesses to educate their audience on how to use their product correctly.
  • They provide a platform to present and promote new offerings to customers, creating awareness and generating interest.

Different types of communication channels.

Understanding these different types of channels can help in selecting the right communication channels that is specific to your communication needs. Let's explore some of the common communication channels:

  • Verbal communications.

Verbal communication involves the use of spoken words to convey messages. This can include face-to-face conversations, phone calls, and voice chats. Verbal communication allows for immediate feedback, tone of voice, and non-verbal cues such as facial expressions and body language.

It is highly effective for personal interactions, discussions that require quick responses, and situations where nuance and emotions need to be conveyed.

  • Written communications.

Written communication involves the use of written words to communicate messages. This involves various written communication channels - emails, letters, memos, reports, and text messages. Written communication provides a permanent record of the information shared and allows for the careful crafting of messages.

It is particularly useful for conveying detailed information, formal communications, and situations where precise documentation is required.

  • Nonverbal communication.

Nonverbal communication encompasses the use of gestures, facial expressions, body language, and visual cues to convey messages. It can be combined with verbal or written communication to enhance the effectiveness of the message.

Non-verbal communication is essential for expressing emotions, building rapport, and conveying subtle nuances that may not be captured by words alone.

  • Digital communications.

Digital communication refers to the use of electronic devices and technology to exchange messages. It includes various channels such as emails, instant messaging, video conferencing, social media, and collaboration platforms.

It facilitates real-time interaction, file sharing, and multimedia content exchange, making it suitable for remote collaboration and global connectivity.

  • Visual communications.

Visual communication involves the use of visuals, such as images, graphs, charts, videos, and presentations, to convey information. It can be a powerful and engaging communication channel, as visuals have the ability to capture attention, simplify complex concepts, and enhance understanding.

Visual communication is particularly effective for conveying data, presenting ideas, and capturing the interest of the audience.

It is important to consider the nature of the message, the audience, the desired level of interaction, and the context when selecting a communication channel. Some situations may call for face-to-face communication to build trust and rapport, while others may be more effectively handled through written or digital channels for efficiency and documentation.

Most used communication channels.

  • Social media.

Social media platforms have become immensely popular for building and strengthening relationships with customers. These platforms provide a direct avenue for interacting with the audience, fostering engagement, and enhancing brand loyalty.

Social media allows businesses to actively engage with their customers by responding to comments, addressing concerns, and providing valuable content. With the ability to share various formats such as photos, videos, and texts, social media offers a versatile means of communication.

Social media and other communication channels can provide opportunities for businesses to showcase their products or services, share updates and promotions, and establish a strong online presence. Through active engagement and the delivery of relevant content, businesses can build meaningful connections with their customers, leading to increased brand loyalty and customer satisfaction.

Learn how to manage your multiple channels of communication.

  • Email marketing.

With email marketing, you have the opportunity to not only promote your brand but also deliver targeted messages, send promotions, provide important updates, and offer valuable content to your customers. It serves as a versatile platform for engaging with your audience and nurturing relationships.

The availability of automated email tools has further streamlined the process of email marketing. These tools facilitate the entire email marketing workflow, from creating visually appealing emails to measuring campaign performance and analyzing customer engagement.

Automation allows for personalized messaging, segmentation, and scheduling, enabling businesses to deliver relevant content to the right audience at the right time.

  • Blogs.

Blogs are widely recognized as a highly effective platform for sharing educational information on a wide range of subjects. They provide a means to establish a continuous cycle of posts, enabling businesses to engage and connect with their audience in new and meaningful ways.

The primary goal of a blog is to showcase expertise in a specific field while also covering general topics that are of interest to the audience. By offering educational content, businesses can forge a relationship with their readers, addressing their questions and providing valuable insights related to their market.

Through blogs, businesses have the opportunity to share valuable knowledge, engage with their audience, and establish themselves as reliable sources of information.

  • Support channels.

Customer support serves as a crucial gateway for users, extending beyond mere customer service by offering solutions and resolving issues. Exceptional support has the power to transform customers' pain points into positive experiences and even convert them into enthusiastic brand advocates.

Through effective customer support, companies not only address immediate concerns but also gain valuable insights into potential difficulties, identify bottlenecks, and uncover the primary questions and needs of their customers.

Customer support can be offered through various channels, including email, phone, or chat. Regardless of the medium, it is essential to have a well-equipped and knowledgeable team that possesses a deep understanding of your business. This ensures the provision of top-notch service to customers, fostering satisfaction and loyalty.

  • Videos.

Videos have witnessed significant growth in recent times and have become a favorite format among consumers.

Videos offer an effective way to educate customers about product updates and demonstrate how to use them. They not only entertain and promote products and services but also serve didactic and educational purposes. This versatile content format not only captures attention but also facilitates message comprehension.

To make the most of videos as a communication channel, it is crucial to develop a content marketing strategy specifically tailored to this format. It is essential to create an engaging and interesting experience for the audience, guiding them toward the video's primary objective, whether it is to inform or promote a product or service.

Why should you use more than one communication channel?

When it comes to communication, using multiple channels is essential for the success of your business. You see, your audience is scattered across various platforms, and if you limit yourself to just one channel, you might miss out on connecting with potential customers.

Now, I get it. It can be overwhelming to manage multiple channels, especially if you're running your business alone or don't have a dedicated team for each platform.

There are various ways to effectively manage your platforms;

  • Prioritize channels.

Managing multiple external communication channels can be challenging, especially if you're a one-person support team. However, by prioritizing your external communications channels, you can effectively manage your messages and optimize your resources.

It's crucial to determine which channels are most relevant and effective for your business and target audience. Not all channels may be equally valuable in terms of engagement and reaching your desired audience.

Identify the channels that align with your customer's preferences and where you see the most interaction and impact.

  • Make use of automation tools.

As a business owner, it's nearly impossible to be present on every communication channel at all times to respond to customer messages promptly. That's where automation tools come to the rescue, enabling you to provide a higher quality of support efficiently.

Automation tools can be incredibly beneficial in streamlining your communication processes. They offer a range of features designed to save you time and effort, while still delivering effective customer service.

One of the key advantages of automation tools is the ability to save responses to commonly asked questions. Furthermore, if you have a live chat embedded on your website or another channel, automation tools can automate responses based on predefined rules.

Simpu Livechat
  • Make use of shared inboxes.

A shared inbox is a collaborative inbox that allows you to manage client communication from multiple platforms and accounts on one simple dashboard. Your internal communications team can work on incoming emails received from your private inbox, Gmail, Outlook, inbox, or from any other email client. It also manages live chat messages and online communication to appear in one place.

By having all customer interactions in one place, it becomes easier for customer service teams to keep track of everything that is happening and provide the best possible service.

Simpu shared inbox

Communicate in the right places.

Selecting the right communication channels is essential for modern businesses to thrive. By understanding how to leverage each channel effectively, you can enhance information flow and foster collaboration within your team, resulting in increased productivity and tangible business outcomes.

Furthermore, utilizing the appropriate tools ensures that everyone in your organization remains aligned and on the same page. This internal cohesion translates into a seamless customer experience, as your team consistently meets and exceeds customer needs.

Read: How to talk to customers: 8 tips for support agents

Adebukola Ajayi

Content Marketing Manager, Simpu
I am a writer who loves to watch modern family and friends during my free time.

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