This is the second and last installment in a series of posts about the benefits of effective enterprise communications. In today's post we will look at the importance of external communications and the difference mobile communication services can make.
Enterprises must communicate with people and systems external to the organisation – customers, suppliers, partners and other stakeholders. Its absence, or done poorly, can have a negative impact on the performance of the enterprise.
As touched upon in part 1, mobility is also adding another layer of complexity to enterprise communications. People move around. Fact. This makes them less accessible and more difficult to reach. By recognising and addressing this dependency on mobility, enterprises are able to perform better as they are able to communicate with people on the move, whether it’s a customer travelling on the bus or a supplier away from their desk at a meeting.
Mobile communications enable enterprises to reach more people and in turn, they are more likely to respond to messages. Think about it. When was the last time you did not have your mobile phone within 5 feet of you? We live in a society where more than half of people in the UK say they suffer from ‘nomophobia’ – the fear of being out of contact with mobile phones such as no signal and dead battery. For businesses, this is great as it means people are more accessible as they have their mobile in sight and studies show SMS messages have read rates as high as 97%.
Communicating effectively with customers is an essential part of all businesses. The Department of Health published figures last year showing a total of 5.5 million missed patient appointments across the UK, potentially causing delays of treatment to others and wasting taxpayers' money. However, communicating with customers through text messaging has helped reduce the number of missed appointments. Records show that between April and December 2011 missed appointments fell by over 12,000 compared to the same period the year before.
NewVoiceMedia found UK businesses stand to lose a huge £12 billion every year as a result of poor customer service. Customer service was rated as the biggest influencer in customer loyalty by 34% of consumers. Enterprise (text) messaging can be used by customer service centers to increase efficiency and responsiveness as it reduces waiting times leading to higher customer loyalty and retention rates as well as reducing staff and resources required.
Logistics companies can also use enterprise (text) messaging to inform customers of the status of their deliveries. Such communication not only gives customers a greater certainty over the order, but it can also significantly improve the management of the logistics chain, since the logistics firm can give a more detailed time frame for the delivery. This reduces the number of failed delivery attempts which from the carrier’s perspective wastes both time and shelf/van space and from the customer’s perspective improves the overall experience.
Read part 1 to find out about the importance of effective internal communications or learn more about how businesses are using mobile communications services by visiting our case studies.
As touched upon in part 1, mobility is also adding another layer of complexity to enterprise communications. People move around. Fact. This makes them less accessible and more difficult to reach. By recognising and addressing this dependency on mobility, enterprises are able to perform better as they are able to communicate with people on the move, whether it’s a customer travelling on the bus or a supplier away from their desk at a meeting.
Mobile communications enable enterprises to reach more people and in turn, they are more likely to respond to messages. Think about it. When was the last time you did not have your mobile phone within 5 feet of you? We live in a society where more than half of people in the UK say they suffer from ‘nomophobia’ – the fear of being out of contact with mobile phones such as no signal and dead battery. For businesses, this is great as it means people are more accessible as they have their mobile in sight and studies show SMS messages have read rates as high as 97%.
Communicating effectively with customers is an essential part of all businesses. The Department of Health published figures last year showing a total of 5.5 million missed patient appointments across the UK, potentially causing delays of treatment to others and wasting taxpayers' money. However, communicating with customers through text messaging has helped reduce the number of missed appointments. Records show that between April and December 2011 missed appointments fell by over 12,000 compared to the same period the year before.
NewVoiceMedia found UK businesses stand to lose a huge £12 billion every year as a result of poor customer service. Customer service was rated as the biggest influencer in customer loyalty by 34% of consumers. Enterprise (text) messaging can be used by customer service centers to increase efficiency and responsiveness as it reduces waiting times leading to higher customer loyalty and retention rates as well as reducing staff and resources required.
Logistics companies can also use enterprise (text) messaging to inform customers of the status of their deliveries. Such communication not only gives customers a greater certainty over the order, but it can also significantly improve the management of the logistics chain, since the logistics firm can give a more detailed time frame for the delivery. This reduces the number of failed delivery attempts which from the carrier’s perspective wastes both time and shelf/van space and from the customer’s perspective improves the overall experience.
Read part 1 to find out about the importance of effective internal communications or learn more about how businesses are using mobile communications services by visiting our case studies.
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