The paper memo. The bulletin board. The “traveler” file. “Water cooler” talk. The filing cabinet.
In many companies, these are relics of a bygone era in corporate organization and communications. Even the venerable in-person meeting is becoming less and less common.
The benefits of cell phones for business communications have always been obvious, but modern organizations are increasingly turning to mobile technologies to supplant those earlier, “analog” artifacts.
Society’s response to COVID-19 accelerated this trend. With more pressure to support a remote workforce and digitally connected customers and suppliers, mobile communication technologies are no longer a “nice to have.” They are essential tools that are vital to the success of organizations around the world.
Some of the advantages of mobile communication technology are less obvious than others. Let’s have a look at how mobile technologies are changing business communication.
1. Better Collaboration
New digital tools facilitate workplace collaboration. UC platforms such as Zoom, Slack, Microsoft Teams, Webex, and more enable road warriors and desk jockeys alike to meet, discuss, share content, and collaborate on documents in real time. These tools have both full-featured desktop apps and compelling mobile interfaces for phone technology, so all participants can contribute on equal footing.
2. Greater Autonomy and Empowerment
Mobile technology and data that enable employees to do their work from anywhere give them more control over how the work gets done. This gives them a sense of ownership, and as a result, increases the quality of their work. When they feel trusted to get it done without someone hovering over their shoulders, quality and productivity increase.
Among these advantages of mobile technology is the perception of a flatter organizational hierarchy. Employees feel more comfortable communicating up the chain of command and across departments and business units, so long as the organization has defined and endorsed mobile-based policies.
3. Higher Productivity
With the proper mobile communication and collaboration tools, the mobile and remote staff can be just as engaged as those in the office, in the warehouse, and on the factory floor. Better engagement and easier sharing of thoughts, ideas, and information means that inspiration and solutions can happen anytime, anywhere. Because everyone is connected all the time to each other and to cloud-based applications and data, there’s no need to come into the office or wait for formal, in-person meetings. All of these advantages save time, reduce frustration, and make everyone more productive.
4. More Training and Development Opportunities
This advantage is less obvious but just as important. In-person training events, particularly those held in distant locales, are declining, and online training has seen increased scope and capabilities. “Live” training now often means a scheduled online event, and new digital training platforms are designed to provide learners with the same level of interactivity as, if not more than, in-person training events, with features to enable icebreakers, polls, exercises, quizzes, breakout sessions, and more.
And the training benefits don’t stop there. Many companies are making numerous self-directed online training courses available to their employees. They can take these courses on their schedules, without any time-zone constraints, and without interfering with their other tasks. Technical skills, software training, soft skills, management skills, and more are available to the connected mobile and remote workforce.
5. Greater Data Security
It might seem a contradiction, but even with a geographically dispersed workforce working from home, aboard trains and planes, at customer sites, or in coffee shops, new tools make your precious data more secure than ever while providing that workforce with the data they need to do their jobs and leverage mobile communication in business. Consider just a few examples:
- Two-factor authentication, which once was a cumbersome implementation involving single-purpose electronic key fobs or smart cards, is now simplified: users can get a code texted to their phones.
- New tools enable data, files, and other content to be tagged with their sensitivity levels, and rules can be implemented to prevent unauthorized access.
- Virtual private networks (VPNs) encrypt communications from end to end, so data in transit can be secured even across iffy public Wi-Fi connections.
- Robust mobile device management tools are now available to manage both personal and enterprise cell phones and other devices. Mobile management ensures that your data remains secure, even on a user’s personal device.
6. Better Customer Engagement
The internal benefits to organizations pale in comparison to the way mobile communications technology can improve customer engagement.
Many customers, in both the business-to-business (B2B) and business-to-consumer (B2C) spaces, have become accustomed to having multiple-channel communications access to their peers, be it friends and family, social media “influencers,” or even celebrities. Within their business organizations, they have phones, texting, and instant messaging to reach their coworkers.
This new phone technology experience can extend to the organizations they do business with. More and more companies are enabling customer communication by phone, video call, chat, text, and social media. This is a win-win for everyone because it enables customers to engage with the business using their preferred channels, and your customer care team is perceived to be more responsive.
The business benefits as well by the increased customer care productivity. Even the best customer service representative can handle only one phone call at a time, but many can manage two, three, or more chat sessions simultaneously. By leveraging AI-powered smart agents that can handle simple customer queries on their own, the customer care team can focus on the more complicated customer calls.
How LeapXpert Can Help
LeapXpert’s cutting-edge, mobile-first platform offers an intuitive user interface, allowing users to communicate confidently through the world’s most popular messaging applications. Our platform empowers employees to instantaneously communicate from within a unified and secure environment to clients or external parties using their preferred consumer messaging application — anytime, anywhere. All communication is governed and managed at an enterprise level in line with regulatory compliance and privacy requirements.
For more information on The LeapXpert Communications Platform and to schedule a demo, contact LeapXpert today.
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