Communication In 2022
Communication is constantly evolving and it remains one of the most important factors for business to consumer success. The internet has certainly provided us with many more ways to communicate effectively and perhaps more importantly – communicate instantly. The pandemic pushed many businesses to evaluate their communication channels and now more and more are offering their customers new ways to communicate. No more waiting around on hold or for email replies.?
Some of the top ways to communicate are:
Personal connections are so important. Reports suggest that around 20% of customers will switch brands as a result of the quality of communications. So if you are not creating those personal connections with your customers – now is the time to consider it.?
Communicating in 2022
Social Media
Social media continues to grow and reports suggest that there are now over 4.5 billion social media users around the world. This equates to around 58% of the world’s total population. People are spending more time than ever on social media, so it’s no wonder that they like to communicate with businesses this way.?
Social media allows you to advertise to your potential customers en mass, but also offers the opportunity for them to contact you directly. Your social channels allow you to create relationships with your audience, whilst giving them more ways to enquire about your products or services.?
It’s important to remember to be responsive when a customer contacts you through your social channels, leaving your customers waiting can damage your reputation.??
Voice & Video communication
Voice and video communication are increasing in popularity and this looks set to continue – with the rise of online apps and communication tools that allow you to send voice and video snippets to your customers.?
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WhatsApp voice notes have become increasingly popular due to the ease of which a recording can be made and sent. Making them a great choice for quick and easy conversations. Discord is quickly becoming a popular communication tool, allowing businesses to create private spaces where customers can reach out for help and advice. Discord also uses video, voice or text options, creating that personal customer experience.?
Voice and video communication allows your customers to feel that they are dealing with people. Offering reassurance and peace of mind that they are valued customers.?
SMS
Text messages are still an important communication tool for businesses. Studies show that around 95% of texts are read and responded to within 3 minutes of being sent. Although the younger generation utilises different communication apps now, most adults still use SMS to communicate.?
Text messages are direct and can be a great way for businesses to deliver important updates such as delivery updates, appointments and offers.?
Live chat and self-service?
Whilst communication in real-time with a real person is important for business and customers, having a live chat or self-service can be a suitable option. Live chat functions utilising AI solutions can allow your customer to get the answers they need quickly, without the need for you to respond to many messages a day.?
As customer expectations continuously evolve, instant communication and problem-solving is an important part of communication. When done correctly, AI-powered solutions can provide effective communication between businesses and customers.
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