Ultimately, your employees are going to be the ones using your technology to accomplish their daily duties, so it helps to treat them like customers rather than end users. If you examine industry trends to make the best decisions possible with your technology and communications solutions, then you’ll allow your team to flourish in the process.
Salesforce conducted a survey of 500 industry leaders and 6,000 customers to determine how people consume communications solutions and how their expectations have changed over time.
One thing you should take away from this study is that consumers want communication experiences that aren’t exclusive to just in-person or digital. 51% of respondents preferred to do business online, while 40% wished to visit an in-person store for their communication needs. 64% claimed they visited the provider’s website over the past month, and 35% have done business both online and in-person. The takeaway here is that your employees will seek help with their communications technology both in-person and online, so you need to respond to their needs appropriately.
Great customer service is crucial to keeping your business running, and it all stems from having great internal operations—at least, that’s what 90% of the survey respondents believe. 40% claim they are unsatisfied with the way their providers handle their cases. If you think of your employees as customers, you can ensure they are getting the support they need from you to do their jobs to the best of their ability. Your employees are more likely to use a good or service if they know they have support from you and they know their feedback is appreciated and valued.
Most customers might prefer to use online services, but it’s equally important for you to embrace your own use of digital services within your own communications infrastructure. You should implement tools that can be effective in both a remote and hybrid work environment. One way you can do this is by implementing cloud-based solutions. You might find that your organization benefits greatly from their implementation.
Your communications infrastructure is not simple, and you need tools that allow you to stay in touch with both internal and external stakeholders for your organization, be they employees, clients, or prospects. Through the use of tools like Voice over IP, instant messaging, intranet solutions, and more, you can share your knowledge and services with your clients while also giving your team the tools they need to be successful. To learn more, reach out to Advanced Automation at (770) 448-5400.