In today’s digital landscape, customers prefer interacting with businesses that offer them flexibility and a well-rounded customer experience through multiple interconnected marketing channels.

However, businesses must also be cautious to not overwhelm their customers by utilizing too many channels and presenting too much information at once.

The most efficient way to strike this balance and prevent overload channel communication is by embracing an optichannel marketing approach that empowers businesses to optimize their marketing channels.

Too Much, Too Often: Understanding Overload Channel Communication

Overload channel communication is a phenomenon where customers feel overwhelmed by the number of channels a business uses to interact with them and the amount of information they are presented with.

While keeping multiple lines open for communication is beneficial, utilizing every possible channel to reach a customer could start feeling repetitive and bothersome

Consider a scenario where a business has a product launch it wants to make its customers aware of. Their customers receive an email newsletter about the new product, followed by SMS messages, and push notifications. They constantly hear about the product on the business’s website, mobile app, and social media. 

Instead of feeling excited about a product that would normally pique their interest, the customers’ frustration with the recurrent advertising could lead them to abandon the brand altogether.

Shot of a young businesswoman feeling stressed out in a demanding office environment.

The Main Causes of Channel Overload

It’s not just the amount of information customers receive, but also its content that causes this overwhelm. Harvard Business Review refers to this as an information burden, and outlines four main reasons why such content creates distress:


As per our example with the product launch, this is when a business communicates messages that are similar or identical too frequently. Consumers can find this behavior too persistent or patronizing.


The messages relayed to customers are inaccurate or conflicting across different channels. In a digital age where 90% of customers expect consistency across all channels, ensuring uniformity in messaging is vital.


The content customers receive is too generic or unrelated to their interests or specific circumstances. Relevant communication is crucial, as 76% of consumers state they feel frustrated when the products or services they receive lack personalization.


This occurs when customers have to spend too much time and effort to read or understand the content being delivered to them. In today’s fast-paced world, consumers are already juggling multiple tasks at once. They don’t want to keep up with a brand’s engagement campaigns to feel burdensome as well.

In order to avoid creating a marketing campaign that falls into one or more of these four categories, businesses need to adopt a channel prioritization strategy.

What is Channel Prioritization?

Channel prioritization is an engagement strategy where a business determines which channels will be more effective in reaching different segments of its audience, otherwise known as optichannel marketing. 

Adopting this strategy prevents overload channel communication, which grants businesses benefits such as:

Increasing Customer Satisfaction

Customers no longer feel stressed or overwhelmed by the communications they receive, leading to increased customer satisfaction.

Enhancing Quality Customer Interactions

Utilizing optimized channels embraces quality over quantity, ensuring all customer interactions are meaningful and personalized.

Boosting Conversion Rates

Targeted audience engagement ensures all communications are engaging and relevant, increasing the likelihood of capturing consumers’ interest and boosting conversion rates.

Improving Customer Retention

Effective re-engagement channel optimization strategies can reduce churn and help with customer retention.

Maximizing Return on Investment (ROI)

Channel optimization in marketing ensures resources will be spent on campaigns that will be effective, saving precious time and maximizing ROI.

There are several important factors to consider when implementing this channel strategy.

Key Considerations for Channel Prioritization

When determining which channels would be most suitable for certain marketing campaigns, there are various key considerations:

Audience Segmentation

Not every channel resonates with every customer. It’s important for a business to segment its audience based on factors such as demographics, characteristics, usage patterns, and behaviors to determine the channels that would yield the most effective results with each group.

For example, consumers who live in areas with limited internet access would engage better with marketing channels such as SMS rather than email newsletters or social media.


For campaigns that are only active for a limited time or require immediate engagement, opting for marketing channels that elicit quicker responses is imperative. 

Customers engage with some marketing channels, such as push notifications, more frequently and quickly than other channels such as a business’s website.

Content Intensity

Some marketing campaigns are lengthier or more content-heavy than others. In order to communicate such campaigns effectively, it’s important to determine which channels are better suited for shorter vs. longer content.

For example, a lengthy and detailed overview of a business’s growth over the last quarter would be more suitable for a channel such as an email newsletter rather than a push notification or SMS.


In order for a business’s marketing efforts to resonate with diverse audiences, such efforts need to embrace accessibility. 

Some important accessibility factors to consider when optimizing channels are internet connectivity, device compatibility, language and localization features, and inclusive design elements such as voiceover or alt text.

In order to ensure these key considerations are accounted for, businesses should embrace an optichannel marketing strategy working in tandem with an omnichannel marketing platform.

Strategic Optichannel Integration within an Omni channel Framework

In comparison to traditional marketing strategies such as multi-channel or cross-channel marketing, an omnichannel marketing platform allows a business to interconnect all its channels to prioritize customer satisfaction. 
Coupled with an optichannel marketing strategy that aims to personalize the customer journey through channel prioritization, businesses can deliver seamless and tailored customer experiences at every touchpoint.

EVAM: A Leader in Unifying Optichannel & Omnichannel Marketing Strategies

Evam’s Marketing Suite is an omnichannel marketing hub operating with an optichannel approach through features such as:

  • Smart audience segmentation for contextual marketing efforts
  • Customer journey builders for batch, real-time, and hybrid campaigns
  • Channel optimization based on data analytics and gathered insights

Are you ready to discover how Evam can help you excel at channel optimization for more meaningful and relevant customer interactions? 

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