Deciding where to be reachable.
WHAT TO CONSIDER
Where your customers already are What you can actually monitor What suits the kind of enquiry
WHAT MOST SMALL BUSINESSES NEED
A phone number WhatsApp Email
Three is sufficient.
WHAT NOT TO DO
Offer every channel and monitor none Add a channel because a competitor has one
THE MONITORING POINT
Each channel is a commitment.
An unanswered message damages you more than an absent channel.
WHAT TO ADD ONLY IF YOU WILL ANSWER IT
Live chat Social media messaging Additional platforms
WHAT SUITS WHAT
- Phone: urgent, complex, or where trust matters
- WhatsApp: most enquiries, quotes, photographs
- Email: anything needing a record, documents, formal matters
WHAT TO STATE
Your hours, per channel.
WHAT TO REVIEW
Which channels produce enquiries, and which only produce work.
