Technology is constantly changing, and, as a result, so is the communications industry. Communications literally mean the various systems used for sending information. When the various systems are constantly changing, your business will have to change too, or you won’t have the capability to communicate. This is why the communications industries need to keep up to date.
New tools are released (what seems like!) all the time, so it can be hard to keep up with the latest trends. Therefore, we can try to plan a little bit by looking at the best 2021 communication trends, which you cannot possibly afford to ignore.
This isn’t by any means a new thing, but they are getting increasingly popular. The chatbot is an automated replying system that can handle simple customer service problems autonomously. This allows your customer services to operate 24/7 and can take the pressure off your onsite staff, as the chatbot can label questions it can’t answer itself for specific departments to pick up.
Allowing you to operate your customer services 24/7 will allow you to expand your customer base into the global market, as you will be able to engage with customers from other time zones. It should also boost customer satisfaction, as you are always there to help.
2. Inbound Call Routing
Again, this isn’t a new phenomenon, but Inbound Call Routing can be crucial to operating an adept communications system. Routing can ensure that customers are put through to the right person to handle their query, or at the very least label a query with its subject matter.
Inbound call routing allows you to route your calls online through management tools, which allow you to be in complete control of your customer service. These services can be integrated into your preexisting infrastructure, meaning no physical set up and set up costs – perfect for adapting through a pandemic!
One thing that has seen a massive boom lately is analytics, a data-gathering tool that analyses information about your consumers to look at trends and behaviors. This has particularly been useful whilst people have been working remotely, as it has also allowed employers to see the rate at which comms operators are replying to similar queries. This allows you to set up an FAQ page to relieve some of your communications team’s pressure.
Analytics can show customer transactional data, how a product is used, complaints, compliments, chat transcripts, customer demographic, customer preferences, and so much more. In short, analytics can allow you to analyze your employees’ and your consumers’ behavior, allowing you to make goals for your business’s future.
These are just a few trends that look like they will continue to grow well into 2021. It’s all about predicting where the industry will go and constantly adapting as technology changes when it comes to communications. There will undoubtedly be more technological advances than these four examples, but implementing small changes like these can go a long way towards helping your adaptability.