Business Communication Trends
Through 2020 and 2021 the pandemic is now fundamentally modified the way businesses communicate internally and to their customers.
Certain of the trends over the last two years have started to reverse, as many meetings are shifting to traditional in-person meetings while the social distancing methods are slowly removed. However, some changes remain in place.
Here are 10 trends that will shape the future of business communications in 2022 and beyond.
Harnessing Collaborative Workspaces and Internal Communication Platforms
First is the collaborative workspaces as well as internally communications platforms that many businesses have created for remote working will continue to be an essential feature in 2022.
Collaboration between teams is essential for efficiency in business. Collaboration platforms enable team members to communicate concepts, set up tasks and keep track of the progress. Furthermore, during times that require remote working, these platforms allow users to streamline processes and reduce redundancies. In the last couple of years, the systems have grown into a major component that many teams cannot manage without.
In the same way, intranet software has changed direction to become an all-encompassing hub of communication. The traditional features of an enterprise wiki or internal blogs now function in tandem with notification streams and activity streams.
Relying on Cloud Platforms
The transition to remote work was first introduced in spring 2020, a lot of companies struggled as a lot of their tools and data were only accessible through the office and on-premises servers. The shift to cloud platforms addressed this problem and swiftly came up with solutions.
Today, a small number of businesses will return.
With cloud-storage options companies can save on the cost of hardware as well as maintenance costs. Additionally, they become flexible and flexible with regards to data access and sharing. Additionally, cloud-based solutions allow them to effectively integrate into workflows and communications regardless of the location where employees work.
For instance, cloud-based client relations management (CRM) software permits members of a remote team to instantly pull pertinent details about a person calling. This allows them to be more effective in communicating with the caller.
Similar to cloud-based virtual phone systems allow employees to maintain an identity for their business that is consistent. It doesn't matter if they're answering calls from the desk phone at work or using an application using their smartphone or even at home using their laptop.
Going All-in on Unified Communications
One of the longest-running internal communications trends over the last several years has been the shift towards unified communication. In the end, the team confronted a huge challenge between 2020 and 2021 when they had to deal with the aplethora of messages across multiple channels.
Emails. Texts. Voice calls. Video conferences. Messaging apps such as WhatsApp, Telegram, and Signal. Apps for team collaboration such as Slack or Trello. Managing notifications from these apps can be a lengthy and stressful task.
Unified communications is a model that was developed to solve this problem. Unified Communications as a Service (UCaaS) platforms consolidate the various communication channels.
As a result, team members do not have to move between apps and devices to keep track of the latest developments. In the end, workflows can be more efficient which reduces friction and possibility of confusion.
Using AI to Boost Customer Service Efficiency and Personalization
For the side that is interacting with customers using artificial technology (AI) is among the most important business communication trends in 2022. AI along with machine understanding (ML) applications are able to dramatically speed up customer service interactions and improve satisfaction at both ends.
As an illustration, AI can automatically route calls to customers. Instead of being able to listen to an endless array of options ("Press one to continue" ..." forever!") the caller could define their goal. After that, AI will parse their intent using natural processing of languages (NLP) as well as then automatically connect them with the most suitable available agent.
Another use for AI is the personal assistance offered to your customer service representatives. For instance, AIs can integrate with CRM systems and pull pertinent data when a person calls. They can also analyze conversations with customers while they occur and provide suggestions to agents when they encounter a problem.
AI can also help make the process of capturing and analyzing data more efficient. For instance, NLP AI automatically transcribes conversations in entirety and produces summary documents. Furthermore, ML algorithms can process massive amounts of data and discover the patterns human analysts would not be able to identify. Therefore, they provide valuable information about customer service interactions, from the overall the analysis of sentiment as well as the efficiency of each agent.
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