Top 5 Customer Communication Channels in 2022

As a business seeking maximum customer engagement, you’re interested in what channels will keep your existing customers close as well as expand your reach to new customers. What are the communication channels that will best reach your customers in 2022? We’re going to cover them here.

But first: 2021

To envision 2022 well, we first need to examine 2021. How did the events of this past year impact the very foundation on which businesses communicated with one another and with their customers?

The evolution of customer communication channels in 2021 was incredible. A continuing, unprecedented global pandemic meant ongoing challenges in reaching customers, which shocked many businesses that relied on what were previously mainstream channels. A report from 2021 shows the customer’s preference for using web forms and email is in decline, while online live chat is on the rise. Meanwhile, 20% of customers have switched brands due to the quality of communications.

While some businesses have found it challenging to keep up with the evolution of communication methods during the global pandemic, there are many examples of businesses that have adapted and thrived.

For example, telemedicine (or telehealth) has been around in simpler forms for many decades. However, the COVID-19 pandemic has dramatically increased its usage. From 2019 to 2020 alone, telehealth use among Medicare patients alone increased by 63-fold! For customers of…