There is a considerable amount of brainpower and effort that goes into running a successful business. Entrepreneurship involves a lot more than simply selling a good product or delivering a useful service. While those activities are certainly important and a core to any operation, one of the primary things that separate a good business from a top-tier organization is communication.
The ability to clearly and effectively share information with clients, co-workers and collaboration partners is essential in 2021. Businesses must provide the best possible environment, the most effective tools and receive top-notch support to ensure their employees can do their best work. Without the right resources, training, and assistance, communications will suffer and negatively affect a number of critical activities both inside and outside the organization.
When collaboration between staff members, partners, and clients suffers, the entire business will feel the pain. MSPs can benefit greatly from diagnosing and addressing the warning signs with effective solutions. There are several common symptoms to look for when organizations are struggling with their communications processes and systems. Here are a few things for providers to look for:
1. Customer Relations
Clear and effective communication between a business and its clientele is essential. Customers want options for connecting with organizations, not just phone or email engagements that have been so prevalent over the past couple of decades. Some would rather have a chat support session than get stuck on hold waiting for someone to answer their call. Others prefer the more personalized experience from a video call. Are your clients providing these options to their customers? Everyone has their own preferences, and giving businesses the ability to deliver a mix of communications alternatives is crucial. Offering just one avenue doesn’t cut it today.
Very few businesses don’t struggle with keeping everyone on the same page. That task has become a lot more challenging now that many employees work from home or other remote sites. Whether team members are natural communicators or more introverted, over the past few years, workers have had to adjust to making more calls, leaving messaging, texting information, and sending additional emails to make up for the lack of human interaction. In-person chats are still out of the picture in many areas, and the resurgence of COVID-19 variants makes it difficult for many businesses to return to normal. Many never will. MSPs have an opportunity to provide companies with UC and other tools to ensure their teams don’t fall behind or miss important information.
Success requires hard work and efficient use of company resources. Productive employees drive greater profitability and help businesses deal effectively with labor shortages and increasing payroll costs. Unfortunately, some of the tools and processes organizations employ can hamper those efforts and force team members to waste valuable time. Imagine an employee on a call with a co-worker who wants to send them several files related to a new project. Delivering that information may require the sender to use multiple systems if not using the latest collaboration tools. How much precious time do your clients lose while employees sift through email looking for specific messages? Those processes are inconvenient and can severely impact productivity. Information silos and outdated systems can limit growth and negatively affect morale, customer satisfaction, and financial outcomes for the company and its employees.
UCaaS Can Reduce the Frustration and Boost Productivity
So what can an MSP do to ensure businesses aren’t failing themselves and their customers with ongoing poor communication practices? Unified communications may not solve every problem, but these solutions serve as a one-stop shop for team activities and collaboration. These applications allow employees to easily access messages, calls, files and host meetings from a single location.
How does UCaaS solve the three common problems mentioned above?
- Anywhere support. Whether in the office or working remotely, unified communications is an excellent tool for customer service teams. Clients can instantly connect to discuss problems using instant messaging or a phone, regardless of the device or location of the employee. Meeting with customers in their preferred manner presents an opportunity for businesses to provide a more personalized customer experience.
- Enhance teamwork. Companies can augment their internal and external collaboration options with UC. For example, team members can leverage one-on-one or one-to-many video conferencing to host meetings, online conferences, webinars, instructional classes or tutorials, or other discussions. Video is not the only option − if employees need to send a quick note, they can use instant messaging or texts, too! Collaboration is so much easier when employees have multiple ways to share and communicate from virtually anywhere.
- A single platform. Calls, chats, files, screen sharing, and other information are all in one place with a properly integrated UC solution. Consolidating conversations and data eliminates the confusion, frustration, and time spent moving from one application to the next and minimizes the chances of missing conversations or important information. UC removes the silos and saves employees and customers time while preventing many of the usual communications headaches.
UC is Designed for Today’s Workforce
Communications have always been an essential part of business operations. Millions of companies were using UCaaS to empower employees, customers, and other associates even before the pandemic. The WFH movement received a major boost over the past year and a half and continues to be a major area of opportunity for communications-focused MSPs.
Businesses need your support. Now is the perfect time to take advantage of the shifting workforce and collaboration needs with UCaaS. Every organization needs robust solutions that enhance workflow and streamline processes − and a skilled group of professionals to support it all.
If you enjoyed this blog, you might also be interested in the blog: Leverage Unified Communications to Bridge the Generation Gap