The previous year hasn’t changed recent trends in business communication dramatically. Consumers still spend a lot of time online and switch between multiple channels. Actually, digitalization has even intensified. In 2021, consumers aged 16 to 64 use social media for 2.5 hours daily. Internet use on all devices reaches almost 7 hours per day.
Such tendencies nudge organizations to increase the share of digital communications. Businesses send more emails and introduce live chats, voice communications, in-app calls, and other digital touchpoints.
Many of these latest trends in digital communication systems will continue in 2022. Would you like to learn more about them? Keep reading to get some insight.
What is Digital Customer Communication?
Digital customer communication is any message a business or organization delivers to customers through digital channels. It may be an email, social media message, live web chat, SMS, notification, or in-app message. Even video conferences, blogs, and podcasts are considered digital communications.
Digital communications enable brands to stay in touch with the target audience. Businesses use them for marketing, sales, and everyday interactions. The quality of communications considerably affects the quality of services and user experience. Hence, you need to keep the finger on the pulse and deliver messages that sound relevant to modern consumers.
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7 Digital Customer Communication Trends to Expect in 2022
Current digital communication technologies considerably affect recent trends in communication systems. As soon as a new technology gains popularity among consumers, marketers rush to use it as one of the channels. Business approaches, like customer-centricity, also shape communication trends.
Check out what communication trends will lead in 2022.
#1. Ultimate Personalization
Speaking of personalized communications, many marketers still mean a customer’s name added to an email. Personalization is much more than that. Today, it’s about sending the right message at the right moment through the right channel. Thus, apart from collecting details about the person you want to reach, you need to know how they behave. For example, if someone is more likely to read Whatsapp messages with updates, it is better to use Whatsapp.
Current digital communication technologies have such capabilities. An advanced CRM supporting multiple channels allows building dynamic workflow for different types of leads and activity. As a result, it automatically delivers the most suitable digital content to the person based on real-time events and triggers.
#2. Predictive Analytics
Predictive analytics involves the use of statistical algorithms and machine learning to make predictions relying on historical data. In 2022, its role will increase. Prepare to collect transactional customer data, behavioral patterns, product use, live chat messages, emails, complaint forms, preferences, and other valuable details to analyze them.
After data processing, tools with predictive data analytics automatically generate valuable recommendations. You can learn when customers have a negative experience with your product or want to bounce. These findings enable you to take action before bad things happen.
#3. Automated Document Rendering
There are different forms of digital communications. In addition to sending marketing and sales messages, brands use digital channels to deliver official docs. In the upcoming years, the speed of paper-to-paperless transition will only grow and entail the increasing adoption of automated document generation.
Businesses connect their systems with document rendering solutions to automatically generate PDF invoices, bills, agreements, or healthcare reports. It allows them to create personalized PDF docs based on HTML data to display or send them. This approach helps automate many everyday communications and make them more accurate.
#4. Data Verification and Enrichment For Hyper Accuracy
Misdelivery is not only about the lost moment but also about the lost conversion. As the market competition keeps growing, modern businesses invest in accuracy. To be sure communications reach the target, companies must keep their database in order. That’s why they use data validation software that scans records and detects any typos, mistakes, or discrepancies. Many also adopt data enrichment solutions to obtain additional contact details about customers. It allows sending reliable digital communications through many channels.