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Staying on top of tech trends is always important for business, but it’s also a challenge when trends are changing so rapidly. Few aspects of the business world have changed as dramatically as communications.
8 Signs Your Company’s
Communication Platform Is
Staying on top of tech trends is always important for business, but it’s
also a challenge when trends are changing so rapidly. Few aspects of
the business world have changed as dramatically as communications.
Whether you serve the general public or offer B2B services, you need to
build a robust communication infrastructure to meet your customers’
needs. Check out the following eight signs that your communication
platform may need an upgrade.
Related Post: Why Hiring a Communications Agency Can be Helpful?
1. Customers Are Frustrated
If you notice that your customers seem to be frustrated whenever they
engage with you, there’s a good chance that your communication
platform is exacerbating the problem. Customers often reach out to
companies because they already have a problem, and if the process of
reaching out becomes a problem in and of itself, they won’t be happy.
This is important, given the fact that the quality of customer service is
one of the most important factors in a company’s success.
2. You Can’t Integrate It
A lack of integration tools is yet another sign that your communication
platform is likely outdated. Customers want communication tools that
integrate seamlessly with social media, websites, and mobile
applications. This is one of the greatest strengths that a CPaaS platform
can offer. You can fully integrate this system into multiple
communication channels, including SMS, MMS, and apps such as
WhatsApp and Facebook. This allows you to meet customers where they
are and eliminate the barriers that can thwart communication.
3. There’s No Automation
Automation and artificial intelligence are two of the most important
innovations to hit the business communication sphere in the last few
years. If your platform isn’t offering these tools, you’re likely wasting
precious time and resources. You need a communication system that
leverages automation effectively to provide efficient solutions for
customers and minimize the need for human intervention. The right
platform can do this by utilizing AI and applying algorithms that predict
customers’ needs. AI can also improve customer satisfaction by
empowering them to find solutions to common problems without help
from an associate.
4. Solution Times Are Too Long
Nobody enjoys waiting in line, and digital queues are just as frustrating
as physical ones. If customers are waiting a long time to get in touch
with an agent or have their issue resolved, you need to revisit your
communication platform. In many cases, long wait times are the result of
a system that’s outdated, inefficient, and clunky. Look for a
communication platform that offers fast load times and streamlined
solutions so that customers can find the tools they need promptly.
Also Read: The Energy Sector – What Happened in 2022?
5. Communication Is One-Way
Communication should never be a one-way street. Unfortunately,
though, this is a common problem affecting the communication
strategies of many companies. If you are only equipped to field incoming
communication — or, worse, extend outgoing communication — it’s time
to invest in a more holistic platform. Find a way to facilitate
conversational customer service similar to communication formats
found on social media and direct messaging.
6. It’s Incompatible With the Cloud
Tech experts agree — the cloud is the future. As more applications and
platforms migrate to cloud-based servers, it’s clear that communication
tools must follow suit. If your current communication platform is not
designed for the cloud, you’re likely facing enormous security
vulnerabilities and the potential for a data breach. You can mitigate this
risk by switching to a cloud-based communication platform that offers a
robust security infrastructure.
7. There’s Too Much Downtime
Downtime is a surefire way to frustrate your customers and exacerbate
problems. It’s a common occurrence, though, for communication
platforms that are not equipped to handle high volumes of traffic.
Downtime can also occur if your system relies on servers that are
unreliable. In either case, you should research upgrades that will
minimize the downtime that your customers must deal with. You need to
be as accessible as possible to your clientele.
Also Read: How to Manage the Threat of Business Disruption with
Whole Brain Thinking?
8. It’s Been Years Since an Update
Finally, even if you don’t see any obvious problems with your
communication platform, it’s likely time for an upgrade if it’s been
several years since the last one. Technology is constantly evolving, and
you need resources that are flexible if you want to stay on top of trends.
The best way to find an adaptable platform is to choose one that can
easily be integrated with the other components of your website.
You can ensure that you have the tools to resolve customer issues by
investing in an upgraded communication platform. An effective
communication platform can save your company time and money while
minimizing wait times and downtime.