If the past three years have instructed us anything, it’s that exactly how we interact is vital to organizational success.
Our phones go to the facility of it all. From discussing a project with a colleague to closing a sale with a huge customer, calling is liked by firms of all dimensions. And we have the numbers to prove it.
With the help of Ipsos, we just recently checked greater than 350 IT decision-makers regarding how they presently use voice communication in their process and also what their plans are for the future.
7 Possible Business Communication Trends for 2023
Our business communications report on telephone systems (July 2022) shares the results of our recent survey of entrepreneurs and also just how they prepare to connect with their customers and employees in the coming year.
Below’s what we found out:
1. Phone is still a primary business communication tool
Over 90% of respondents stated that phones are considered a primary communication device. Despite having organizations that don’t take into consideration phones to be their primary communication channel, 40% state it’s still one of their main tools.
These searchings for backup data from a current NTT worldwide customer experience (CX) benchmarking record, which discovered that services take into consideration phone or in-person communication to be the preferred call channel for important service processes.
71.4% choose a phone and in-person when handling retention/escalation/dispute resolution issues
63.6% prefer phone and in-person up-for-sale aggressive (outbound) and also 54.8% to buy reactive (inbound).
43.6% favour managing general customer support issues using the phone or in person.
2. Firm dimension doesn’t influence phone use.
No matter how large or tiny a company is– phone calls stay prominent no matter the company dimension.
According to our study, little businesses– ones with 0 to 99 workers– were probably to state phone is their main interaction device (58%). Large organizations were the following highest possible group, with 55.7% of respondents claiming phones are their major communication channel.
Overall, the percentage of participants stating phone is their main communication approach was relatively comparable throughout company sizes.
Less than 99 workers: 58%.
100-999 staff members: 44.4%.
1,000-9,999 workers: 55.7%.
10,000+ staff members: 54.5%.
3. Specialists still favour telephone calls for external comms and one-on-one conferences.
Our research shows that a majority of workers choose to use the phone for both inner as well as outside company communication.
According to their feedback, magnates choose phone conversations when speaking to individuals as opposed to teams. Here’s the failure:
Interior telephone calls: 73.8%.
Inner meetings: 58.6%.
External client calls: 82%.
Outside client conferences: 60.8%.
External vendor calls: 69.6%.
External supplier meetings: 49%.
Outbound customer calls: 63.4%.
Inbound customer support: 52.1%.
Also when speaking with groups of staff members or consumers in conferences, over half favour making use of phones.
4. There’s an adoption gap between traditional as well as cloud phone systems.
Traditional remedies still preponderate, with 64.8% of staff members using a company number on a smartphone and also 50.1% using a personal number on a cellphone for service communication. The majority (53.2%) of business use heritage on-premise phones for service communication.
At the same time, 30.7% of the business report using cloud-based phone systems. This fostering is anticipated to increase in time with the increase of hybrid and also remote work.
5. Service phone use is anticipated to enhance.
Our research study also shows that a considerable percentage of firms expect phone use to enhance over the following several years. In fact, only 5% expect phone usage to decrease.
6. Services desire adaptable, multi-device phone solutions.
More than anything, company users want adaptability from their phone services, particularly when it involves phone attributes that are accessible through several gadgets.
The capacity to place and get organization phone calls (33.8%) and private organization SMS messages (30.1%) from a computer is the attribute most have an interest in.
Several of the other most prominent function demands include:
- 27.6% desire the ability to videotape contact demand and also store those recordings in the cloud.
- 25.9% desire high-volume SMS for mass advertising and client treatment.
- 25.1% desire the convenience of porting existing contact numbers to a brand-new carrier.
- 23.4% want the ability to instantly log calls to various business-critical applications, like a client partnership administration (CRM) platform.
- 22.5% want aesthetic voicemail and also voicemail registrations.
- 22.5% desire basic local, global, as well as toll-free phone numbers as needed for customer-facing teams to make use of.
- 16.3% wish to send out and also get efaxes.
Companies requiring innovation as well as feature-rich, adaptable phone systems additionally demonstrate the importance of voice communication now and in the future.
7. Nearly all businesses plan to use SMS (text messages).
Over 95% of businesses are using SMS in some capacity.
While 23.9% of companies consider it their number one communication tool, 42.5% say it’s not their primary tool but still one of their main ones.
Our research also shows that more large companies than smaller ones consider SMS their primary communication tool.
Communication trends: Phones are here to stay.
Business leaders continue to invest in phone communication because it’s easy for agents to use. And it’s the channel customers prefer.
Keep your agents and customers happy by staying up to date on the latest business phone practices. Check out our post on softphones here.
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