If your team is in charge of handling sales conversations, they need a way to keep up with customers and prospects across their preferred channels.
Without an omnichannel communication strategy in place, there’s no telling how many leads can slip through the cracks.
Which means all of those sales funnels you’ve put into place are basically leaking revenue.
Mastering omnichannel communication means your team can track every interaction, whether it’s through email, chat, phone, or social media, in one place. No matter where a lead comes from, your team should be able to respond fast, pick up on a previous conversation, and move deals forward without unnecessary back-and-forth.
Let’s take a closer look at what it looks like to master omnichannel communication.
What communication channels can my team use to connect with leads and customers?
You’d be surprised how many messaging platforms you can use to connect with your audience.
And these aren’t reserved for flashy startups or certain business types.
As customer expectations grow more complex, niche businesses — like RV carport manufacturers or even boutique plant nurseries — can use omnichannel tools to manage messages from Facebook, site chats, and store visits in one place.
If someone sends you a DM about custom carport sizes or landscape designs and then follows up by phone, your team will be able to pick up the conversation seamlessly and respond without delay.
With Kommo, your team can communicate with leads and customers across the following options:
Social media messengers
Talk to leads where they already hang out to create more personalized experiences.
With Kommo, you can speak with them via:
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Facebook Messenger: Chat with leads and clients in real-time, right on Facebook Messenger.
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Instagram: Reply to Instagram DMs without leaving Kommo — easy and fast.
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TikTok: Bring TikTok interactions into your CRM and follow up.
Messaging apps
Keep conversations flowing across the most popular chat apps.
With Kommo, you can use the following:
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WhatsApp (via WhatCRM & Telphin): Sync chats, automate replies, and close deals straight from WhatsApp.
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Telegram from WhatCRM: Use secure, fast messaging via Kommo — with auto-sync, file support, and replies.
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WeChat: Connect with customers where WeChat is the go-to platform (like in China).
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Viber: Send free messages and calls using Viber, which is perfect for international leads.
SMS and voice
Send texts or jump on calls and track them in your CRM.
With Kommo, you can speak with leads via:
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RingCentral SMS: Send business texts up to 1000 characters from your business number.
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Twilio SMS: Send and receive global texts right inside your workflows.
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JustCall: Call or text leads, and Kommo logs it all under their contact.
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Fromni: Use SMS to send quick updates and follow up with leads.
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Skype: Call or chat with your customers via Skype inside Kommo.
Website and internal tools
Make sure every lead gets noticed — whether they message you on your site or pop up in your team chats.
With Kommo, your team can chat with leads using:
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The Website chat button (an integration): Convert site visitors into leads using Kommo’s built-in live chat.
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Slack: Talk to your Kommo leads right in Slack without switching tabs.
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Intercom: Capture website visitors and continue the convo in Kommo.
Automation tools
Use bots and integrations to help you scale.
For instance, your team can use:
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Zapier: To connect Kommo with other tools you already use, like accounting automation software. Sync customer and payment data, so your team knows who paid, how much, and when, without the awkward back-and-forth.
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Chatfuel: Create chatbots for Messenger, Instagram, and Facebook without code.
One last pro-tip in this tools section before we move on. 👇
Give your sales team access to a PDF editor. It's a lifesaver when they need to update contracts or fix documents fast. Sales reps can quickly edit documents and make sure your customer-facing docs stay on brand, even while juggling chats, calls, and follow-ups.
How to keep communication channels working together without overwhelming your team
Feeling overwhelmed by all of these choices? Many teams are. That’s a lot of different channels to keep up with. 😖
That’s why it’s pivotal to find a way to create a seamless omnichannel experience if you’re going to use them.
To manage customer communications on your own, be sure to:
- Find a way to keep track of multiple platforms, logins, tabs, and customer interactions. (Keep a spreadsheet that lists the channels you’re using and how to access them so there are no siloes.)
- Track each channel's data separately. Use an analytics tool to track customer behavior across channels
- Switch between apps as you need them.
- Manually sync marketing messages, notes, and updates across systems.
Also, if you’re running your CRM and sales tools in the cloud, make sure your data’s locked down. Cloud-native application protection platforms (yep, it’s a mouthful) can help you keep customer info safe and avoid any scary data leaks while your team chats across channels.
How to communicate more efficiently with Kommo
Honestly, handling communication channels manually can quickly lead to confusion, missed opportunities, and a fragmented customer experience. Plus, it’s just a lot of work!
There’s an easier and smarter way to keep customer engagement high and channels of communication in one place.
For instance, with Kommo, everything is streamlined.
It consolidates your multichannel communications into one platform, so your team can respond to leads and customers from one place. No more switching tabs or apps, and no more risk of missing critical customer interactions.
Kommo’s automation tools also help reduce manual tasks, so your team can focus on nurturing relationships and closing deals instead of juggling communication platforms.
There are a few plans you can choose from. See our quick summary below. 👇
Which Kommo plan should my sales team use to create a seamless customer experience?
If you’re not sure which Kommo plan might be the best fit, this should help:
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The Base plan is great if you want to consolidate your conversations and create more structure around your sales pipeline.
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The Advanced plan works well for teams ready to automate workflows, run broadcasts, and enhance chats with smart bot features.
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The Enterprise plan gives you everything you need to go big. (Including advanced AI tools, lead scoring, and data backups.) If you want to unlock the full power of Kommo, choose this one.
For 14 days, you can explore every feature Kommo offers — no limits, except for a 10GB cap on media storage.
Wrap up
Mastering omnichannel communication keeps your pipeline full and your team in sync. With a centralized system like Kommo, you can simplify your sales conversations, speed up your response times, and create a seamless experience for every lead.
Ready to stop leaking revenue and start building stronger relationships? Start your free 14-day trial with Kommo now.
