Communication is the cornerstone of every business. In the hybrid workplace, that means assembling the right combination of digital workplace solutions and communication channels to keep your employees and customers informed, engaged, and connected – wherever they are.
What is digital communication?
Digital communication describes any form of interaction that relies on a network connection. It encompasses a wide range of channels and tools, including:
- Video conferencing
- Instant messaging
- Web chat
- Social media
These channels provide a fast, convenient, and secure way to engage with people inside and outside of your business – alongside a host of other benefits.
Employer benefits of digital communication
1. Expand your recruitment pool
When jobs were primarily office-based, your recruitment pool was limited to a narrow geographical range. Digital communication channels allow you to broaden your horizons. Video conferencing apps and instant messaging platforms provide authentic, real-time communication between colleagues on opposite sides of the world. This lets you access top talent from across the globe.
2. Retain top talent
In pursuit of a better work-life balance, a growing percentage of employees want to split their time between home and the office. They don’t want to spend hours stuck in traffic every week or their place of work dictating where they live. More than that, they want to work for someone who cares about their wellbeing and gives them the freedom to fit work around family commitments.
Intuitive desk booking and time management platforms, alongside cloud-based collaboration tools, empowers employees to work when, where, and how they want.
Why is this important?
Because a positive employee experience is essential if you want to attract and retain the best talent.
3. Keep people engaged and motivated
Remote worker engagement is one of the biggest challenges for hybrid businesses. Separated from their colleagues, it can be difficult for employees to stay motivated and feel connected. This is especially true for non-desk workers who could go weeks without seeing another team member face-to-face.
Digital tools help to build a sense of community among decentralised teams. It makes people feel more involved and gives everyone in your business a voice; an opportunity to share their thoughts, knowledge, and experience with their colleagues. And as the evidence shows, engaged and fully motivated employees are more productive and innovative.
Finding the right combination of channels
There’s no one-size-fits-all approach to digital communication. Today’s workplaces are multi-generational. To keep your employees engaged, you must develop a digital communication policy that uses the right blend of channels for your teams.
4. Improve collaboration
We know remote working has a positive impact on productivity – by as much as 9.2%, according to recent estimates from the Office for National Statistics (ONS). And in many businesses, it's digital communication that makes this possible.
Cloud-based collaboration platforms are now a vital component of the modern workplace. They break down communication barriers and departmental siloes, helping hybrid teams collaborate in real-time. Whether you want to brainstorm ideas, make business-critical decisions, or find a secure way to share sensitive information, digital communication helps you remain productive inside and outside the office.
Customer benefits of digital communication
5. More consistent interactions
Not all customers like to interact with businesses in the same way. While some are happy to communicate via traditional methods, like phone and email, others prefer to take a more modern approach. Think live chat or social media. Keeping everyone satisfied can be a real challenge. This is why an increasing number of businesses take an omnichannel approach to customer communications.
Made up of a diverse array of digital communication channels, an omnichannel approach provides customers with a seamless and consistent experience, regardless of the channels they use. This improves the overall customer experience by streamlining interactions and clarifying your brand messaging.
Don’t invest in tools for their own sake
Each channel should serve a specific purpose and provide value to your customers.
6. Better service
Poor customer service costs UK businesses £37 billion every year. Long hold times, low first-contact resolution rates, being passed to multiple agents – these can all have a negative impact on customer service. In most cases, the issue stems from a lack of resources. Businesses simply don’t have the staff to keep up with demand. But not every enquiry or problem needs human input.
Advanced digital communications channels, like chatbots, digital assistants, and automated self-service tools, help you overcome these challenges and improve service levels.
What are chatbots?
Chatbots are computer programs designed to stimulate conversations with people and respond to enquiries and statements.
Chatbots provide information and answer basic queries much faster than traditional call centres, while self-service tools empower customers to seek solutions to their problems independently. This reduces pressure on your customer service teams and allows them to focus on more complex tasks.
AI-powered chatbots take things one step further. They learn from previous interactions to provide an even better, more personalised experience. It’s no wonder that an increasing number of people prefer chatbots to human service reps for certain tasks.
7. Conversational marketing
84% of consumers are more likely to buy from businesses that treat them as an individual instead of a number. It’s simple really. Today’s customers expect personalised experiences that feel like a two-way conversation rather than a sales pitch – whether that's with a human sales rep or an AI-powered chatbot.
By investing in digital communication tools, you can deliver tailored experiences to every customer. This goes beyond offering a diverse range of channels. It’s about tapping into conversational marketing.
Conversational marketing helps you build trust with your customers and establish relationships through personalised and meaningful interactions. Before digital communication made it easy for businesses to capture, store, and analyse customer data, this wasn’t an option.
The hybrid workplace is here to stay
Digital communication is a necessity in the hybrid workplace. It forms a crucial part of your digital workplace strategy and keeps your employees informed, connected, and motivated. It also allows you to provide better, more engaging customer experiences which, in turn, help you grow your business.