Volume 01. of this comprehensive list of communication trends talked about the new rules of the game, and here we will share all the useful resources that will put your winning strategies into play.
Like all strong relationships, communication is the foundation for a strong business. The world has had to adapt & accelerate to deal with recent challenges & our experience with the pandemic has shaped a new future for communication.
7. The Advent of AI (Artificial Intelligence)
Our list of communication trends starts off with the familiar yet daunting AI (Artificial Intelligence). Familiar because AI/chatbot based assistants like Siri & Alexa have become a part of our everyday lives; daunting because of the notions that AI may take over our everyday lives.
Not too long ago companies were worried that AI-based chatbots would usurp the role of customer service reps, but recent events have shown that technology will empower rather than replace employees. By automating certain remote communication processes, AI-based software frees up an employee’s time and allows them to focus on personalizing the client’s experience and provide better service.
Another interesting point to note is that a growing number of customers Do Not want to talk to a person. AmEX noted that over 60% of their consumers prefer an automated self-service, such as a website or mobile app, for simple customer service tasks.
The Harvard Business Review found that about 81 percent of customers try to solve things on their own before reaching out to a live representative.
Check out these 5 companies that are successfully using AI to enhance their customer service, also have a look at industry-leading service providers like Microsoft Dynamics 365, or IBM Watson -an IVR system and NLP technology.
8. Cloud Services Reign Down
The second communication trend on our list also owes its position to changing perceptions. The core concept of cloud computing is not new, but several industries shied away from it due to security reasons. When a large volume of the workforce got locked out of their offices, businesses were forced to re-assess their standard data centers with companies like Salesforce & Hubspot paving the way.
The cloud not only allows more storage capacity but retrieving and transferring data from the cloud online is far less problematic when working remotely.
The reason why it’s great for client communicating is that instead of requiring customers to sign into a website or troll through large catalogues, brands can send direct links to the needed information through the cloud. Also, big teams can easily collaborate online as cloud-based solutions allow people to see edits in real time and better track how changes are made.
Oh also did I mention that the cloud is now “probably more secure than conventionally stored data”.
9. Augmented and Virtual Reality
AR & VR tech is no longer just for the gamers. You can now give your clients a true sense of your brand and make their experience more engaging. Real estate agencies, art galleries, fashion houses, and even grocery stores have started exploring 3D software that can help them communicate & interact with their clients virtually. It has allowed businesses to expand their horizons and reach a wider audience.
Customers can get a feel of the products or services they’re interested in without having to leave their homes.
They can also avoid the immediate pressure to purchase that comes with dealing with a live agent and make a more informed decision. Basically, with AR, you can now take the mountain to Mohammed. Visit GMetri or Re-flekt to get a better understanding of XR can work.
10. Live-Streaming & Video Conferencing
Live-Streaming is another great way to get more face time with your customer base
Following the previous trend, Live-Streaming is another great way to get more face time with your customer base. All around the world business are embracing streaming services to share their stories. Having a meeting or panel discussion? Try video-conference so your audience can participate. Hosting an event for your customer, live-stream so they can “attend” and maybe even walk the red carpet – #emmys2020.
The great thing about live-streaming is that it can be leveraged across a number of social media platforms. Also, thanks to increasing demand this past year, service providers are constantly improving their technology & infrastructure to provide a seamless experience for all.
One of these new developments is WebRTC. It provides an internet-based video conferencing solution that doesn’t require a download. Just share a link and your audience can access it anywhere anytime.
11. Email is dying! Or is it?
Social media is considered the latest in communication trends. There are so many social platforms that a business could use to send a message. They are all easy to use, they are quick, and they can be integrated into existing systems. Apart from just exchanging messages, they also allow you to create multiple groups and search through endless exchanges with ease.
It is now perfectly acceptable to talk business through WhatsApp & Facebook, and apps like Slack are taking over when it comes to team communications.
That being said, I don’t believe email is obsolete as yet. Not all social media apps offer marketing automation tools like running campaigns and advance segmentations. Mailchimp & ActiveCampaign, the most popular marketing platforms out there are still predominantly email-driven. So there are a lot of benefits to having a strong email marketing strategy – for now.
12. Automating Communications
Let’s talk more about automation. Being responsive & reliable with your communication is essential for building customer relationships. This can be challenging to a lot of solopreneurs and smaller business because once you add personalization to the mix, it becomes expensive as well as time-consuming to execute.
Getting a customer management system that can automate certain functions is a great way to ensure there are no missed opportunities, and it gives companies the ability to scale their communication efforts.
Apart from triggered automation like welcome emails or checkout reminders, a good system will also allow you to create a bunch of content and then schedule it to be delivered at different points of time across different platforms. This can free up a lot of the company’s time and resources while keeping the customer engaged. Here is a great article that lists the 7 best software recommendations according to the size of the company and sector.
Takeaways
2021 will continue to be a year of purpose-driven communications and brands will need to be proactive to maintain customer retention. According to Accenture’s latest Technology Vision research, 70% of global consumers expect their relationship with technology to be more prominent in their lives over the next three years. And with companies like Unilever saying its employees will never go back to working a 5 day week, adopting digital solutions is a sure-fire way to safeguard business continuity.
1 Comment