5 Competitive Advantages of Business Communications Technology
Modern business communications have grown from merely governing workplace information sharing to offering distinct competitive advantages. Savvy corporations recognize that business communications now encompass nearly every interaction, from marketing to employee engagement to customer support. New channels have also opened, creating new opportunities but also requiring enterprises to evaluate their online presence and social media footprint.
Most of these advances are due to the expansion of communications technology. We interact differently today between employees and with customers, relying on new platforms, channels, and terminology. These include video and web conferencing, business chat and text, and cloud phone systems, to name a few. State-of-the-art communications technology has also enabled companies to react with greater flexibility, precision, and reliability than ever before.
In this article, we’ll discuss these technological advances, and the competitive advantages companies can glean from them.
Free up Resources
Perhaps the most touted business advantage offered by enhanced communications is the financial savings. With multiple communication channels available, employees can rely on priority channels to reach out to colleagues with less friction and time loss. Perhaps your boss is more sensitive to chat than email or phone. Knowing this, it’s easier to request regular follow-up and collaboration of tasks. Most companies (69%) say that implementing advanced custom communications programs have reduced operating or capital costs.
Improve Multitasking, Automation, and Internal Communication
Improved business communication technology streamlines business processes, speeds up work, and enables on-the-go track correction. As mentioned earlier, improving communication helps avoid misunderstandings and delays. For example, instead of wasting time on a project, you can avoid misunderstandings and regain expectations by connecting regularly via meetings, chats, and SMS. Instead of being tied to your desk phone or office computer, you can use your favorite personal device to ask clear questions or modify your course. With these enhancements, you can take over your job and move forward with confidence. Knowing that you are heading in the right direction also means that you can take full advantage of the potential of all available multitasking and automation resources.
Activate the Remote Worker
Current projections predict that mobile and remote workers will account for 72% of the US workforce by 2022. The company’s communication technology needs to reflect this change. Don’t just catch up with it, accept it. It’s no coincidence that working from home is often at the top of the list of modern recruitment trends. Remote and mobile work gives you and your employees the freedom to respond flexibly to issues within the scope of their tasks. In fact, companies that have invested in telecommunications technology to take on remote workers have increased their productivity by nearly 20%.
Build Better Relationships with Customers
There aren’t many features that build a stronger bridge with your customers than clear, simple, and easy-to-use customer communication. This is especially true for customer service. Despite the new channels available through social media and chat, the phone is still the first choice for customers seeking help. In this case, social media channels make up only 3% of the customer service load. 68% of customers still prefer telephone assistance. The problem is that companies are not very efficient in providing telephone support. The numbers tell the story: Only 14% of customer calls are not on hold. Three-quarters (75%) of customers say it takes too long to reach someone. Most customers (67% – still a lot!) hang up when it takes too long. Also, 83% of customers say they avoid the company after a bad phone experience. Therefore, it is important to have a telephone system tailored to the customer. Cloud phone systems reduce latency and make it easy to fine-tune elements such as call transfer, music and message retention. All of this contributes to a satisfying customer experience.
Surviving a Disaster
Business communication is important when it comes to disaster recovery. In recent years, companies have been at the forefront of natural disasters. But there are many things you can do when faced with a flood or hurricane. Disaster recovery can take valuable time and drive customers away. Only 2% of companies say they have recovered from the disaster within an hour. Mostly, it took days or weeks to be able to reconnect with customers. According to the data, a company suffers a loss between $926 and $17,244, or every minute, when it goes out of service. There are several ways to prepare for a disaster. The first is to implement a disaster plan so that employees can understand it. Most companies (70%) have a disaster recovery plan in place, but only 30% test it several times a year to make sure it works. The disaster recovery plan must include a communication scheme in the event of a disaster. If customers can continue to reach the service line and employees can call each other to coordinate tasks, they can continue to do business even when the office is submerged. The cloud phone system is proven here. Since the cloud telephone service is provided remotely, turning off the office does not turn off extensions, voice mail, etc. You can continue to call, and your customers will continue to receive support. However, the system must be configured in advance before a disaster occurs.
Improve Your Business Communications Today with Griffin Networks
These competitive advantages rely upon the technology you choose for supporting your enterprise. An important technology to consider is a cloud phone system that delivers critical support for remote workers and provides more hands-on system management without requiring a technical background.
Find out how it is more of an asset than a utility—and how to find the right provider for you—by getting in touch with us today!