Using real-time engagement channels improves investors experience as it is communication that’s ‘on-demand’, so provides help at the exact moment of need.
This can mean anything from social media interaction to live chat facilities on web sites. The fund companies that are doing well in this regard understand that the facility has to be in place for investors to get a satisfactory response to questions and concerns as and when they need it. But you should ensure that your investors can move across channels without losing context and without having to repeat themselves. It is, in effect, seen as one fluid conversation that is built upon at every stage, rather than having to constantly go over things.
