Like rock and roll, remote work is here to stay. Customers have numerous ways to reach your business, but not until the advent of communications and collaboration software have these methods been integrated. Read on to learn more about this way of connecting multiple touchpoints.
The Benefits of Communications and Collaboration
Anyone who has used Zoom phone and videoconferencing or Microsoft Teams over the past few years has learned how easy collaboration and communication is between coworkers and customers. Such integration can help workers collaborate online and on video along with sharing files and customer information, anytime and anywhere. What’s more, customers can choose how they communicate with you, switching easily from one channel to another. On the customer-facing side, providing customers with their favorite way of communicating gives them a positive experience with your company. Integrating communications and collaboration applications, more than having them available separately, allows a customer to stay connected from voice mail, to phone, to video, without missing a beat. This positive Customer Experience (CX) can help you not just please customers but stand out from the competition. Using Customer Relationship Management (CRM) software can expedite calls, allowing workers to serve customers more quickly.
Justifying the Investment in Customer Experience
While such flexible and fluid communication sounds ideal, your company still has a budget. How, then, can you justify the omnichannel investment? According to a trends article by CompTIA, a third of channel firms report they will seek workers with experience in communications and collaboration (including social media) approaches to customer communications. An earlier article reports that companies using an integrated approach can achieve as much as 90% customer retention. Customer experience, improved by communications and collaboration, could be even more important than the actual product or service offered. Imagine being able to complete three calls using integrated channels, versus the one completed when using non-integrated methods.
Using communications and collaboration programs to integrate communications with customers and remote workers can help your business get more done more quickly and efficiently. For more information, contact your trusted technology advisor today.