How to Simplify Business Communication?
Simplify your Business Communication?
Like how real-time features can streamline and simplify your business communication and processes and enhance the customer experience.
Consider the following example of a trade exchange: Look familiar?
In most associations, users are forced to use email for communication. Conversations are carried out over a series of replies, forwards, and CCs, involving an ever-expanding chain of people.
There’s not any simple method for a customer to get in contact with the organization by way of a chat session, which could be upgraded to a phone call, video phone, or chat seminar.
In most organizations, the team keeps using email to exchange information which should be shared in real time to succeed.
Customer Business Experience?
From a customer perspective, real-time communication (chat, calls, and conferences) is better.
The question is if it is also better for the organization.
The solution is yes!
It permits the organization to achieve more in less time. It also prevents misunderstandings, as well as the customer gets better service, the staff will produce improved results.
There are a couple of limitations:
· Human resources (people) are limited
· Processes could be not optimized, leading to overuse of these human assets
· If real-time communications overload the staff, then the time required to answer will go up.
· Management frequently reacts to this overload by creating queues of incoming emails, leads, and even forecasts.
Real Business Solution?
Is it a real solution?
By themselves, queues get more and create the service experience worse.
A unified communication solution can fix these problems.
Now let us see now how distinct features can help us simplify communicating.
Presence and Chat When contacting a company, most consumers will first check the organization’s website to find that the contact options available.
Normally, these include a telephone number (with operating hours) along with also an email address.
Modern Unified Communication (UC) systems today can provide much more.
They can show, in real time, whether someone can be obtained.
They also permit the user to start a chat session, which may become an audio or video session right on the organization’s website.
By providing a listing of organizational units or people inside the business, the website enables visitors to find the ideal contact by themselves.
This is accomplished by maintaining a basic and extended presence. A website can reveal the status (busy, DND, available, away, etc.) of the group members, such as their phone standing.
Preferably the existence would be extended with a status message which indicates how long the staff member will be occupied. A returning client can subsequently mechanically get in touch with the staff member that served them the first-time.
In any organization, a lot of time is wasted asking team members if they are currently available, or composing and replying to emails which, if converted into a conversation session, would require much less time.
Online Tools for Organization?
Presence and Calendar Sync Presence is a really useful tool, and its settings can be easily automated.
How? By making use of a calendar.
Most team members indicate upcoming meetings, working hours, vacations, vacations, etc., in their calendar.
A clever Unified Communication system must use this data to automatically change the availability (presence) of the user.
Presence information can also be used to route incoming calls to an individual, thereby solving the telephone forward direction dependent on the user’s status.
Queue Audio Notifications
In a retail store or public office, a customer has a very clear comprehension of this number of customers in front of them.
The client can easily understand the number of team members working on the queue, the size of this queue, and can quickly figure out the time required to get to the top of the queue.
In communication systems, the status of queues and team members are hidden from the client, unless the client is informed during the telephone.
The customer, when phoning the company, must know instantly if the staff is available. If the team is not available, or when a phone cannot be processed fast enough, the customer’s precious time is being wasted.
Within this scenario, the customer must be informed of the delay and given the choice to provide contact information (allowing him/her to be contacted later).
Therefore, during a phone call, the user needs to be aware of how much time, on average, they need to wait before receiving an answer.
If the period is too long, the system itself needs to notify the caller and offer the option of leaving a voicemail message or asking a callback, which will permit the staff to contact the client later.
The support given by many organizations is strictly tied to place.
Let us consider, by way of example, a service such as Uber. With Uber, the positioning of every driver, together with their accessibility, is vital to offer an excellent service to customers.
The same goes for a delivery or onsite support service. In these scenarios, the geolocation of every single team member becomes very handy information; information which must be added to a website, together with presence status (accessibility).
Data & Business Communication?
The data could be made visible to the team handling the client requests or directly to customers themselves (on the site).
Inside a company, geolocation is a very useful tool.
Knowing–without inquiring –where each person is located is extremely helpful, especially in organizations where staff members operate remotely, often visit customers, or wander between offices.
Team Time Zones?
When team members are in different time zones, the location information allows them to contact others at a suitable time of the day.
An instance of a geolocation execution – Document Sharing Many companies still fill their mailboxes with moved files and, specifically, with multiple revisions of documents.
A unified communication system must offer a means to transfer documents in real time between team members and between users and team members.
Moving file transport to a real-time protocol greatly increases business opportunities.
With these technologies, a site visitor can immediately receive an offer or specific documentation, instead of waiting for an email address.
Immediate file sharing also allows the company to bypass the annoying restrictions of email servers such as file size and file extensions (.zip and .exe files are usually not permitted).
Online collaboration tools (including Google Docs and Office 365) further simplify the management of document revisions and permit team members to download copies of the documents and work on them simultaneously.
Screen Sharing Support and sales groups need more choices to quickly share content with users. Screen sharing is a superb tool for making online presentations to prospective clients. Support teams can also use it to provide real-time aid to customers.
Screen sharing isn’t something new, but sadly its use is often complicated by both human and technical difficulties in receiving the communication started.
· Typical situation: “.. conversation ongoing. T: Please visit the website teamviewer.com and download the program. C: Where? T: Te-a-m-v-i-ewer. com. C: Ok, I am opening it, and then? T: Go to the download area. C: Sorry, I can’t find it… wait… okay, downloading. T: Downloaded? C: Yes, now what should I do?. Installation performed. T: Give me the codes you see on your screen. C: 1321…T: I cannot connect…C: My mistake, yet another 1 at the end. T: OK, appears to be linking, Wait, I want to update the edition of my TeamViewer. . . Updated. C: Looks like your customer is disconnected. TYes, free license limitation.”
We can imagine that the majority of you have been through this situation, either as a customer/user or as a staff member providing support.
The solution is to have display sharing completely integrated within the UC platform.
The solution should also allow for remote management. The activation of a session has to be as easy as possible, ideally from within a chat session or website, using a single click beginning a screen sharing session, rather than requiring the user to visit different websites.
In an organization, display sharing should become the substitute for visiting your colleague’s desk to do activities like:
· Providing support on a computer
· Seeing the latest revision of a document
· Attending a presentation
Each of these activities requires just a few seconds over screen sharing, and therefore are possible even when the team members and clients aren’t physically close to each other.
Video Calls Video is just another media that, like screen sharing and file sharing, allows businesses to achieve their goals more quickly.
Besides being much more engaging than a simple phone call, a video session permits the company to display details through the camera, like defects in excellent or straightforward ideas.
The latest and most crucial simplification in communication tools within an organization is the potential for attending virtual conferences. Similar to screen sharing sessions, the critical factor will be ease-of-use.
It should be possible to upgrade a continuous audio call or chat meeting between staff members, or between a customer and team member, to some seminar involving more individuals.
Moreover, the convention must immediately support each of the following websites to be useful:
· Display sharing
· Video calls
· Chat and presence
Conferencing provides effective communication with team members and users outside the business. This
allows you to simplify decision making.