The evolution of customer communications

In a fast-paced digital era, businesses are constantly adapting to evolving customer expectations and technological advancements. One area that has witnessed a significant transformation is customer communications.
Looking back at the last 5 years of communications
Over the last five years, numerous factors, including the rise of social media, the increasing use of mobile devices, and the growing demand for personalised experiences, have reshaped the way businesses interact and engage with their customers. In this blog, we will delve into the key changes that have occurred in customer communications and explore how these developments have impacted businesses and consumers alike.
The Rise of Social Media as a Communication Channel
Social media has emerged as a powerful platform for customer communication. In the past five years, social media platforms like Facebook, Twitter, Instagram, and LinkedIn have gained immense popularity and become a preferred channel for customers to connect with businesses. This shift has forced companies to establish a strong social media presence, enabling them to engage in real-time conversations with customers, address queries and concerns promptly, and showcase their brand personality.

At Conversant we are enabling businesses to integrate their Social Media platforms with Microsoft Teams with our C360 Social Media Messaging module, allowing businesses to manage all their social messages direct from Teams. 
Increased Emphasis on Personalisation
Customers today expect personalised experiences and tailored communications. Businesses have recognised this shift and have invested in technologies such as customer relationship management (CRM) systems, data analytics, and artificial intelligence (AI) to gather and utilise customer data effectively. This enables companies to deliver personalised messages, offers, and recommendations, fostering stronger relationships and enhancing customer satisfaction.

With the C360 Contact Centre module, businesses can now integrate their CRM into Microsoft Teams, giving your agents instant access to customer data, records and conversation history, offering a more personalised and efficienct experience for your customers. 
Mobile-Centric Communication
The widespread adoption of smartphones and the increasing reliance on mobile devices have revolutionised customer communications. Mobile apps, push notifications, and SMS have become indispensable tools for businesses to reach and engage with their customers. Companies have optimised their websites and communication channels to provide seamless mobile experiences, enabling customers to interact with brands anytime, anywhere.
The Power of Instant Messaging
Over the past few years, instant messaging platforms such as WhatsApp and Facebook Messenger have gained massive popularity. Businesses have recognised the potential of these platforms for customer communications and have started utilising them to provide real-time support, share product updates, and even facilitate sales transactions. This shift has made customer interactions more convenient, efficient, and conversational.
Video and Visual Communication
The increased availability of high-speed internet and advancements in video technology have led to the rise of video and visual communication in customer interactions. Video calls, tutorials, and live streaming have become common methods for businesses to engage with their customers, offer personalised assistance, and showcase products or services. Visual content, including images and infographics, has also gained popularity as a means to convey information quickly and effectively.
Omni-channel Communication
Customers now expect a seamless experience across multiple channels. The last five years have witnessed a shift towards omnichannel communication strategies, where businesses integrate various channels, such as email, phone, social media, and live chat, to deliver a consistent and unified customer experience.

This approach allows customers to switch between channels effortlessly while receiving consistent support and information. With C360 businesses can now offer omnichannel communications for their customers, whilst making it easier and manageble for agents using MS Teams. 
Conclusion
The last five years have brought about remarkable changes in customer communications. The rise of social media, mobile-centric communication, personalisation, instant messaging, omnichannel strategies, and video communication have all played a significant role in transforming how businesses and customers interact.

As technology continues to advance, it is crucial for businesses to adapt and embrace these changes to stay connected with their customers and provide exceptional experiences. By leveraging these evolving communication trends, businesses can build stronger relationships, enhance customer satisfaction, and thrive in the ever-changing digital landscape.

To find out more about enhancing your business communications with Conversant, get in touch today to discuss our omnichannel modules for Microsoft Teams.
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