We’ve seen a number of consumer trends in 2024 shape how businesses connect with their customers. These range from how people shop to how they expect to be servedAdapting to these and ensuring that your business keeps pace with emerging trends in 2025, requires communications systems that are agile, scalable, but above all, create stronger connections with your customers.
Business communication needs to adapt to meet these demands. Omni-channel commerce requires an omni-channel communications approach, which includes telephone calls, email, social media messaging and, increasingly, chatbots. As an example, using a chatbot to answer simple queries gives customers a quick response to their queries and saves your resources for communications tasks that require more empathy, finesse or engagement such as sales or dispute management. If tasks like raising customer service tickets are automated, there is less chance of an agent forgetting to do it, or doing it incorrectly.
Integrating your phone system, your customer relationship management platform and your productivity suite, for instance, will give your call centre agents a unified view of customer data from different channels. This allows them to easily access data like purchase history and previous interactions during a call, allowing them to deliver a much more personalised and efficient service.