A couple of weeks ago we discussed how unified communications can improve your company’s customer experience. In that post, we examined how the various features of a unified communications platform can have a positive impact on your accessibility and response timeliness with clients.
This week we shift our focus to talk about the benefits of implementing instant messaging. Do you remember using MSN Messenger to chat with your friends while doing homework? Those days are long gone but a similar functionality can be introduced to your team with great benefits for your employees.
Instant messaging facilitates a more streamlined flow of communication. While phone calls or emails can be time consuming, instant messaging allows colleagues to address issues in a live and prompt manner with minimum disruptions. More importantly, instant messaging allows managers to maintain constant communication with a team that favours the exchange of feedback and an open management style.
As the name implies, instant messaging allows for instant response times. It is great for questions that require rapid answers in order for a task to move forward. More importantly, instant messaging reduces time wasters such as the “unnessessary" chit chat involved with phone calls, voicemails or emails. By answering instant messages on the fly, employees are able to have a more focused frame of mind when working.
Presence management, a common feature of IM platforms, allows employees to let their colleagues know if they are available, on the phone or away from their desk. This small, but meaningful capability plays a vital role in managing expectations among coworkers in regards to the velocity in which an answer might be relayed.
Instant messaging can be a key addition to any enterprise’s unified communication platform. It will help your employees improve their communication and efficiency. However, it is important to always check if your company’s technology is ready for implementation in order to avoid possible headaches in the long run.