Many companies today use more than 40 different communications channels, including social media, mobile apps, collaborative tools, voice, and email. We are approaching a future in which every application will have a messaging component, which presents daunting new challenges for business supervisory processes and technologies.
The reason behind the explosion of new communications tools is clear: the need and desire to communicate with clients over the channels of their choice. It’s not about technology per se, it’s about meeting your business goals by responding to client demands before your competitors can. Changing demographics mean that it is increasingly likely that your client uses email infrequently—if at all—and will expect to interact on a social or mobile network.
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