At the end of the day, the tools you provide for your employees are going to make or break their productivity, so why not look at your employees, not as end users, but also customers? By examining the way that industry trends impact the decisions of consumers, you can implement more effective communication solutions that will allow your employees to flourish in the workplace.
An industry report from Salesforce in which 500 industry leaders and 6,000 customers were surveyed could provide a treasure trove of information about how users consume communication solutions and how their expectations have changed over time.
One interesting thing to note from this study is that consumers want communication solution experiences for both in-person and online environments. Over half of respondents—51% to be specific—indicated that they prefer to do business online, while 40% of respondents indicated they have visited their communication provider’s store in-person. Additionally, 64% of respondents claimed to have used the provider’s website over the past month, and 35% have done business both online and in stores. What does this mean for your business? It means that employees are likely to seek assistance with your technology solutions both online through a help desk and in-person, meaning that it helps to have resources handy to assist them with whatever they might need to succeed.
Communication service leaders believe they provide great customer service and have excellent internal operations to facilitate this goal (90%), but this is not necessarily reflected in customer satisfaction numbers. 40% of customer respondents claim that they are unsatisfied with the way their provider handles their cases. Imagine that your employees are the customers and the industry leaders are your business’ management and the comparison might make some sense. You need to communicate with your staff to ensure that you resolve their concerns in a timely manner. If you’re still unsure about this, think about it this way. Are your employees more likely to use a service when they know their concerns will be heard and their feedback is important, or when they are forced to do so? The answer is clear.
Because most customers prefer to use the online services offered by providers, it’s equally important for you to embrace digital transformation for your own communications infrastructure. Your team wants to be able to use their collaboration tools in a digital environment, be it in a hybrid or remote setting, so why not lean into this by providing them the tools they need in a cloud-based virtual environment? You might find that it greatly benefits your organization to do so.
A lot can go into making an effective communications infrastructure, and it all starts by knowing what your business needs and what your employees expect. SCW can help you implement the right technology tools for the job, ranging from Voice over Internet Protocol, intranet solutions, instant messaging applications, virtual private networks, video conferencing, and so much more. We want to use our intimate knowledge of the industry to make sure you get your money’s worth from your communication solutions.
To learn more about what we can do for your organization, be sure to reach out to us at (509) 534-1530.
About the author
Sam is a network engineer with a broad range of experience spanning more than 35 years. He wrote is first piece of code in 1979 and has been involved with the industry ever since. For the last 20 years, he has worked for SCW Consulting where he has embraced his passion for network technology and security.
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