In simple terms, digital communication solution refers to a range of online driven technological tools that enable an enterprise to communicate and support customers while enabling collaboration between functional teams (i.e., marketing, finance, sales, operations). These solutions leverage on the convenience of internet to enable real-time communication and information exchange with speed as its theme. Gone are the days where large paper trails, delayed messages and lost information were caused by inefficient processes and systems.
Many of us have personally used or experienced at minimum one of the following:
Today’s digital age have shown that more people are working remotely, collaborating and communicating from around the world. Hence, leveraging on the right digital communication solution is the key cog that enable enterprises to scale, optimize productivity, improve customer management and sustain its competitive advantage.
Simply implementing a digital communication solution is not the way to go as it will not improve performances or deliver desired outcomes. Enterprises must do their due diligence in selecting tools that are best suited for their people and customers alike. These are several points to consider when it comes to implementing the right solution:
The beneficiaries of digital communication solution encompass more than just enterprise employees as research have shown consumers are increasingly inclined in making connections with brands via digital communication. For instance, a post-Covid19 pandemic survey (2022) on service industries in South East Asia (SEA) found that 80% of customers prefer to utilize digital-centric communication channels to contact a company. This has led to an average of 2.5x increase in sales leads and 50% increase in successful conversions. Last but not least, customer experience and satisfaction also improved significantly by 75% due to a reduction in complaints, service request backlogs and inaccurate information.
When it comes to understanding, implementing and maintaining digital communication solutions, Ventana by Sage42 is the best partner in helping enterprises thrive. Having worked with more than 150 enterprises across 40 countries globally since 2007, the team is well equipped with experience and expertise to transform the way businesses interact with their people and customers.