Make it easier for customers to say ‘yes’

In America today, poor communications is costing companies up to $1.2 trillion a year [1]. When your comms don’t work, it wastes employees’ time, clogs up internal work flows, and increases the chance of human error.

Worse still, if your communications with customers aren’t what they should be, that hits acquisition, retention, and sales performance. In one recent survey, more than half of consumers said they would switch brands due to poor communication [2]. Poor communications introduce uncertainty to the sales and renewal process.

Hesitation is to conversion rates what kryptonite is to Superman. A recent study publicized in the Harvard Business Review found that anywhere between 40% and 60% of business deals don’t close, despite the customer intending to purchase, when hesitation or delay is introduced into the sales process [3]. And that gives your competitors time to swoop in.

One of the main barriers to good communications is an inability to provide mobile workers with the tools and the reliable connectivity they need. By 2024, 93 million Americans will be mobile workers, doing their jobs on the road and from locations around the country, up from just 78 million as recently as 2020 [4].

And that important customer doesn’t care if his account manager is on site in Wisconsin, he just wants the details he needs to get the job done. The company computer-aided design (CAD) platform won’t cut your engineer some slack if she’s using a poor connection from a remote it. It just won’t work properly.

Foundations for success

So, what do modern workers need, to ensure that they can carry on working productively, no matter where they are? Here are the foundations for successful mobile working:

• A single number: no matter the device— desk phone, soft phone, or mobile — customers and colleagues should be able to reach them using the same number.
• Resilience: wherever they are, your workers should be able to rely on dependable, high-quality connectivity for both voice and data.
• Fast, efficient, secure collaboration: the connectivity, devices and tools workers need to collaborate, one-to-one or in groups, no matter where they are.
• Crystal clear audio: there should never be any confusion about what was said or who said what. That’s only possible with the highest possible call quality.

Nor is it good enough for these elements to work in isolation or only in a narrow set of known circumstances. For instance, you may have a team that predictably works away from base, in a specific location.?

In theory, your mobile and connectivity provider could optimize to ensure that workers in that area — a regular sales beat, for instance — could reliably collaborate with colleagues back at base.

But what happens when some or all of the team have to work in a different geographical area? Or if some of the people who are usually at base also have to work remotely in a new location. You can’t afford for that team’s work to grind to a halt. The system has to be flexible and resilient enough to keep on working, no matter what.

AT&T provides customers across the world with market-leading cloud-voice and connectivity services.? To provide the ultimate mobile-working platform, AT&T and Cisco are working together to deliver a range of new mobile-centric collaboration features based on AT&T Cloud voice and Cisco Webex.

Talk to our experts today, to find out how AT&T can empower your mobile workers to achieve maximum productivity, no matter where they’re working.

https://www.business.att.com/products/att-cloud-voice-with-webex-go.html

[FOOTNOTES]

1. https://searchengineland.com/the-cost-of-bad-communication-is-skyrocketing-what-cmos-need-to-know-380456
2. https://fintech.global/2023/08/23/smart-communications-uncovers-impact-of-personalised-clear-customer-communications
3. https://hbr.org/2022/06/stop-losing-sales-to-customer-indecision
4. https://www.statista.com/statistics/1179551/mobile-worker-population-forecast