With the popularization of the internet and the digital transformation of recent years, the sector has proved to be extremely important for the success of any business, enriching the entire organizational and communication process of companies.
In this sense, the evolution of IT was essential for the success of organizations in the digital age and for improving communication between brand and audience. But what are the changes that have most marked information technology in recent years? This text will talk a little about this evolution and communication within companies, explaining the importance of this sector in the communication process and how to use technology in favor of your business.
Meet TN, The Era Of Business Technology
For starters, let’s talk about Business Technology. From there, all businesses are created and designed around new technologies. Thus, the involvement of this sector is essential both for the evolution of IT and the organization itself.
Thus, during the TN era, any change or process improvement requires managers to decide which IT tools they will use to leverage the company’s growth. In this scenario, the organization must guide its employees to have even closer contact with the IT sector. Next, we will see the leading technologies that can be part of this new stage and how each of them can be leveraged by your organization.
IT Evolution: Technologies Used To Improve Your Company’s Communication
As you can see, the IT sector is much more than support; but a real strategy and digital transformation tool within an organization, especially in communication. Based on the solutions offered during the evolution of IT, business managers could make more solid and assertive decisions based on accurate data and information.
And, of course, based on innovations in the service and communication sector, it became possible to offer a much more complete experience to the public, building customer loyalty through professional, personalized service available through different channels. Then, check a brief timeline with the central IT evolutions of the last years, explaining how each of them impacted the communication sector of companies of all segments.
We started with the omnichannel service, widely used by companies today. Its name comes from the Latin ”Omni”, which means ”everything”, with ”channel”, which comes from English and means ”channel”. Thus, as the name suggests, omnichannel communication consists of the same message present in all communication channels.
In this way, an omnichannel service is the best way to simultaneously use several means of communication, offering your customers more accessible and practical access. From the beginning of communication, this allows the customer to choose the type of contact that makes the most sense and is most applicable. The channels used can be via call center, chat, email, social networks, instant messages, video calls, etc.
Next, we have the chatbot. As we explained, in the era of business technology, the company must be able to offer an increasingly personalized and agile experience to its customers. Many organizations have started to invest in the chatbot, a kind of virtual assistant that uses Artificial Intelligence to interact with consumers. From there, it is possible to offer ready answers and perform simple actions to then, if necessary, transfer the customer to the service with a specialized agent.
In general, the chatbot makes the day-to-day service of a company much more accessible, often wholly replacing some tasks performed by people and freeing up your team for more specific and relevant functions of the business.
Throughout the evolution of IT, the sector has become increasingly concerned with customer success, or Customer Success. This strategy emerged to retain and retain customers for longer, thus retaining more revenue. In this sense, several technologies were created to assist in this success, including personalized service, chatbot, as we have already mentioned, and machine learning, among others.
In addition, it is possible to hire companies specialized in the subject to carry out diagnoses of your company and develop the necessary processes to ensure the best possible communication with your audience. Whether selling, offering technical assistance, charging or solving any problem, technologies specialized in Customer Success make all the difference.
Following our list of digital transformations, IoT, or the Internet of Things, also represents the evolution of IT and communication within companies. It improves connectivity between different everyday objects of companies and people. It is from it, for example, that companies can improve their operational efficiency, optimize their processes and speak a language closer to that of their customers.
Therefore, one of the most significant benefits of the Internet of Things is an immense amount of data for analysis. That’s because, once all devices are connected, they also collect, at all times, new information about your audience. So, if used correctly, this technology can become a powerful tool to get a much clearer sense of what people expect and want from your business.
Artificial Intelligence (AI) is one of the biggest brands in the IT evolution timeline, and it can optimize the time, resources and expenses of any business. Artificial intelligence allows your company to extract new insights and information from the market to improve internal processes and create more innovative services focused on your audience.
When we talk about communication, AI tools can also yield incredible results, transforming the negative perception that many customers have of the service area. This happens because these technologies can simulate the processing of human thought with self-learning systems, whether from data mining, pattern recognition, natural language processing, etc.
Finally, we will talk about the digital transformation brought about by Machine Learning. This technology works like machine learning software, directly impacting a company’s communication and service. The IT sector can become more modern and adaptable, managing its activities much faster and more effectively through it.
Within communication, machine learning can be used to obtain consumer data, provide support and assistance, interpret the behavior of social network users, identify new opportunities (showing you the best days and times to contact a customer, for example) and, of course, reduce service costs, as it makes it possible to reduce customer waiting time.