You’ve mentioned fax, IVR, Web collaboration and Web chat. Where does each work?
The use of specific types of media varies, based on intended audience. For example, we’ve found that when trying to contact business people there is typically a receptionist or administrative assistant screening and directing phone calls. Likewise, targeted rich e-mail campaigns allow us to instantly reach large numbers of people inexpensively. They also allow for almost immediate feedback because the recipient can simply hit reply. A phone call with a live communicator is typically used to get one-on-one contact with an organization, to introduce a new concept, to explain complicated offers, or to up-sell or cross-sell an individual. IVR campaigns can be effective in handling large numbers of callers who have a very specific reason for calling, like for free or promotional offers, to check order status, surveys and American-Idol-style voting. Web collaboration and chat allow a customer to go to a Web site to get assistance. Via chat, a Web site, forms or a presentation, Web collaborat
