By Kayla Matthews
Communication is central to running any successful business. From customer service to employee performance reviews, nearly every aspect of business relies on clear communication. As with many other areas, technology is providing new and improved ways to communicate.
Technological innovations have always driven improvements in business communication. Just as the telephone and email revolutionized business communication in their times, modern technology is revolutionizing it again. Advancements like blockchains and artificial intelligence (AI) are changing how you interact with employees and customers.
1. Gathering Customer Data
Data collection and analysis are the heart and soul of modern business. With communication tools like chatbots, you can gather customer data from your communication with them. You can then use this data to tailor future interactions with them on an individual level.
More than 90% of customers prefer interacting with brands that offer personalized experiences. The best way to provide personalization is by logging customer history and preferences. With data analytic technology, every instance of communication is a chance to improve future customer interactions.
2. Protecting Privacy
In the digital age, keeping conversation private is a growing concern. But just as advanced technology presents new threats to privacy, it also provides ways to protect it. The desire for secure communication is one of the driving forces behind blockchain adoption.
Blockchains are encrypted, decentralized ledgers of information. Unlike traditional forms of communication, blockchains aren’t subject to the prying eyes of governments or telecommunication companies. You can send data to a colleague on a blockchain to keep it private and unchangeable.
3. Expanding Remote Communication
Modern technology makes remote work and communication a more viable option. Services like video conferencing expand the possibilities of long-distance communication. Now you can meet coworkers or clients “face-to-face” without even being in the same room.
Today’s remote communication technology also provides increased flexibility. With platforms like Google Meets and Zoom, you can participate in group meetings from home with minimal setup. Communication, both with employees and customers, is more convenient and reliable than ever, even across long distances.
4. Automation Through AI
Artificial intelligence (AI) is one of the most promising technologies in the modern business world. It has applications in everything from logistics to organization, including communication. When businesses face staff shortages, they can use AI to take over customer relations.
AI-powered chatbots can hold natural and informative conversations, providing competitive customer service at any time. On top of being available around the clock, these systems can access customer data while speaking to customers. That way, they can provide relevant, personalized answers in real-time.
5. Increasing Collaboration
Business communication doesn’t just have to be clear and reliable, but it has to be thorough. Collaborative technologies like cloud computing enable you and your coworkers to communicate and collaborate across any distance. You can share documents through email, but on the cloud, you and your coworkers can edit them in the same place.
Other communication tools, like social media, allow you to collaborate more with consumers. You can interact with users on social sites to create or refine customer-centric experiences. By involving your consumer base, you improve your company image and offer more desirable products or experiences.
Improving Your Communication
In today’s day and age, flexible, thorough communication is a must. Novel communication technology allows companies to adjust to unforeseen circumstances like the coronavirus outbreak. Thanks to these technologies, businesses can shift to remote work with relative ease.
To stay competitive in today’s business world, you need to communicate better. To communicate better, you need to take advantage of the technology available to you. Implementing new services for both internal communication and customer service will help you stay ahead of the competition.
Variation is key. If you rely too heavily on one form of communication, you’ll be in trouble if it fails or becomes outdated. But with varied and forward-thinking technology adoption, you can improve and secure your communication all around.
About the Author: Kayla Matthews writes about communication and workplace productivity on her blog, Productivity Theory. Her work has also appeared on Talent Culture, MakeUseOf, The Muse and Fast Company.