How to manage your mobile communications successfully

Smith, Emma

Publish: Wednesday, Apr 27
comunicaciones-movilidad

For many companies today, mobility has become a fundamental aspect of their day-to-day business. In most companies, managers have to travel continuously to attend meetings outside their usual place of work.

However, this factor is even more relevant for those businesses that, due to their characteristics and the type of activity they carry out, require employees to be constantly on the move. This is the case, for example, of companies that provide installation, transport, maintenance and repair services…

On the other hand, we can also see business mobility in the fact that it is increasingly common to find what we call digital nomads. These professionals, as their name suggests, lead a nomadic lifestyle, using new technologies to complete their working day from anywhere. 

Regardless of how we appreciate mobility within our company, it is essential to maintain good communication, both internally with the rest of the team and externally with customers. Otherwise, we run the risk that coordination between team members will suffer, productivity will decrease and the customer experience will suffer.

So that this does not happen, today we want to talk to you about the elements you need to manage your mobile communications successfully. Do you want to know what they are? Then read on!

A device with an Internet connection

In companies whose employees are constantly on the move, it is important that their communications accompany them wherever they go. In other words, that they are ubiquitous and can be used from anywhere. In this sense, it is necessary to have a telephony system that allows them to obtain the same functionalities and features that they would have if they were in a fixed position.

Until relatively recently, it was common in any company to find a space reserved for a large infrastructure in which the company’s communications were centralised. This was a physical switchboard, and its main problem was a lack of flexibility. Reliance on cables connecting fixed telephones located on desks to the switchboard made it very difficult to use these devices outside the office.

Thus, in the case of mobile teams, the solution was to provide each worker with a mobile phone that they had to carry with them (in addition to their own), which meant, in addition to the costs of maintaining the switchboard, a large investment for the company.

Fortunately, today’s new technologies have brought great advances in the management of mobile communications. With virtual business telephony systems, it is no longer necessary to dedicate a dedicated space to a physical PBX. The most advanced solutions, which are those that work with open source protocols, such as WebRTC, do not rely on cables or require any software downloads.

In addition, this technology is characterised by the fact that it allows the company’s internal and external communications to be managed from any place and any device. In this way, employees can use whichever device is closest to them at the time, be it a computer, mobile phone or tablet. They simply need a stable Internet connection, such as mobile data, to access the browser in the case of the computer, or a free application in the case of the mobile and tablet. This eliminates the inconvenience of carrying two mobile devices with you.

Different forms of internal communication

As we said at the beginning, digital nomads are not the only ones who constantly change location. There are businesses that, due to their characteristics, require their employees to be constantly on the move to attend to customers, and sometimes far from where they are at the time, so they are not always available to answer their team’s calls.

Having different internal communication channels can be the solution to this problem. As with consumers, chat is in most cases the most viable option for workers in such companies on the move, as it offers them the possibility to respond when they are available.

On the other hand, let’s imagine, for example, that a technician has to install a router at a customer’s house. This employee has just been recently hired by the company, so he still has doubts about whether he is connecting the cables correctly. In such cases, if you have an internal communication platform that allows communication not only by voice but also by video call, you can contact a more experienced colleague who will guide you through the process.

In addition, some communication solutions for mobile companies, such as the one we offer you in Fonvirtual, include a status change system that lets you know if a colleague is available, absent, out of service, answering a customer call… This is very useful to determine whether it is ideal to contact them by voice call, video call or chat.

unificación-comunicaciones

A platform that unifies your internal and external communications

Related to the above, another key element to successfully manage your mobile communications is a platform that unifies all your internal and external channels. 

When on the move, it is uncomfortable for workers to monitor conversations with customers on the one hand, and with colleagues on the other. More often than not, they have to leave an external interaction to attend to internal ones, and vice versa.

Therefore, having a platform that allows us to manage our internal and external communications from the same interface is essential, as it will not be necessary to switch from one screen to another and we will save time.

A CRM integrated with our communication system

In any company, employees must be able to consult up-to-date customer data at any time. To achieve this, it is important that the information is unified on a single platform: the CRM. This software allows them to access it from any device with an Internet connection.

However, we must bear in mind that when an employee is on the move and receives a call or a message, he or she cannot always consult the customer’s data in the CRM, and therefore cannot provide personalised attention.

The solution in these cases can be found in the integration of the CRM with our communications system. With it, as soon as we receive the call or message, we can quickly identify the customer, as their file will be automatically created with all the information. Moreover, we can modify it before, during and after the interaction and the changes will be saved in real time so that any colleague can access it.

A ticketing system

Finally, although a ticketing tool can be very useful for any company to gain in-depth knowledge of customer incidents, it brings added value to companies on the move. Especially if it is connected to our communications solution.

When a customer contacts us for the first time, either by call, video call or chat, these ticketing systems (also called Helpdesk), as the name suggests, create an associated ticket in which we can record all the data, previous requests, possible subsequent interactions with him… Thus, when the user contacts us again, the system will identify him and we can record the entire conversation in the ticket. 

If after reading this article you still have doubts about how all these elements can help you to successfully manage your mobile communications, in Fonvirtual we are at your disposal to solve all your doubts. Do not hesitate to contact us so that our team can accompany and advise you in everything you need.

 

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