In today’s digital age, communication is everything. Whether you’re nurturing a lead, sending a timely follow-up, or delivering a crucial update, reaching the right person at the right time on the right platform can make or break the customer experience.
Gone are the days when businesses relied solely on emails or cold calls. Today’s customers are scattered across WhatsApp, SMS, email, live chat, and more—and they expect brands to show up seamlessly across every touchpoint.
The Customer Journey is No Longer Linear
Today’s customers don’t follow a predictable path. One moment they’re checking WhatsApp while waiting for a cab. The next, they’re browsing emails on a work break. Later that evening, they may skim through SMS messages. This omnichannel behavior means that your brand needs to be everywhere your customer might be.
Multichannel messaging allows you to create a more cohesive experience, ensuring that every message feels personal and timely—regardless of the platform it’s delivered through.
Why Relying on a Single Channel Doesn’t Work Anymore
Let’s say you’re only sending emails. What happens when your email ends up in spam? Or if your customer simply doesn’t check their inbox regularly? That’s a missed opportunity.
On the other hand, relying solely on WhatsApp might alienate those who prefer more traditional means of communication like SMS.
This is why having a multichannel strategy isn’t just a nice-to-have—it’s a necessity.
What Makes a Multichannel Strategy Successful?
It’s not just about being present on multiple platforms—it’s about making them work together. Here are a few principles we’ve seen work really well:
- Consistency in tone and branding across channels
- Automation to trigger follow-ups based on customer behavior (e.g., missed call = SMS follow-up)
- Smart segmentation to personalize messages by location, interest, or interaction history
- Real-time sync between your CRM, communication tools, and automation flows
The goal isn’t to overwhelm the customer—but to be contextually present in their journey.
Introducing Our Integration with Mobile Message (Australia)
To help businesses achieve this, we’re excited to announce our new integration with Mobile Message—Australia’s leading SMS platform. This partnership is designed to give you the reliability of enterprise-grade SMS delivery combined with CRM Messaging’s automation and multichannel workflows.
Whether it’s appointment reminders, transactional alerts, or lead follow-ups—this integration makes it effortless to embed SMS right into your customer journeys.
📌 You can view the integration here.
Use Cases That Drive Real ROI
1. Lead Nurturing
Automatically send a WhatsApp message when a lead fills out your form. If there’s no response in 2 hours, trigger a personalized SMS as a reminder.
2. Service Updates
For time-sensitive updates like delivery notifications or downtime alerts, SMS is a reliable fallback that ensures visibility.
3. Re-engagement Campaigns
When emails go unopened, follow up with a short, personalized SMS that directs users to a WhatsApp chat for richer engagement.
4. Event Reminders
Combine calendar invites with SMS nudges and WhatsApp follow-ups to ensure attendance.
This is where CRM Messaging shines. It’s not just a platform for sending messages—it’s a tool for designing entire customer experiences.
How to Get Started
You don’t need to be a developer or have an in-house tech team to start.
CRM Messaging have its own no-code workflow and also supports workflow automation through tools like Zapier, making it easy to connect triggers and actions between platforms. For example, when a deal stage moves to “Closed Won” in your CRM, you can trigger an automated thank-you SMS and start a WhatsApp onboarding flow—all within minutes.
Need help? Our support team is happy to guide you.
The Future is Multichannel—and It’s Personal
We’re not just moving toward a world of multichannel communication—we’re heading toward hyper-personalized, real-time interactions. Your customers expect brands to remember their preferences, predict their needs, and show up at the right moment.
CRM Messaging is built for this new era—combining smart automation with a unified communication interface. Whether it’s a live chat on your website or a WhatsApp message sent during a campaign, every interaction becomes part of a larger, smarter conversation.
Final Thoughts
Communication is evolving. So should your strategy.
By embracing a multichannel approach and building integrations that bring together the best of each platform, your business stays one step ahead—ensuring that every message counts, every moment connects, and every customer feels valued.
Because when communication flows, business grows.
