The effectiveness of different features and specifications for an organization or team-wide communication channel depends on how it would be used. Some factors to keep in mind on the application or software used for communication must be centered around customer and employee interactions.
In some situations, the management may need a channel to disseminate information and conduct online events or video conferences where employees can tune in for updates but not participate in the discussion. Otherwise, the organization’s management can consider a group chat or video call application to encourage employee input on projects and other business functions.
Support For All Types of Communication
One of the capabilities a communication tool must have is the support for all types of communication, like calls, texts, and video calls. Enterprise messaging solutions and communication tools must be able to facilitate different interactions for smooth operations.
Aside from enabling communication, the platform must also have a reasonable backup so companies can record voice calls and employee text messages. This is increasingly crucial because some regulators advise companies to regulate emoji use.
Another crucial capability that a communication tool must have is high security. If companies invest in messaging applications like WhatsApp, WeChat, or Telegram for business communication needs, they can be assured that interactions have end-to-end encryption. Organizations must have employee and customer data protected by the highest level of encryption in the market.
Proper Documentation and Support
Selecting one with a dedicated customer support line is crucial for organizations that use communication platforms extensively for business functions. It is also vital for a communication platform to have extensive user documentation to refer to when conducting integrations and using the application to its full potential.
Enterprises today must consider various aspects when choosing the right communication platform, which includes investing in a recordkeeping solution that can provide multiple functions. This includes complying with regulations, recording voice calls, retaining text messages and multimedia files, and maintaining all instant messaging conversations for a certain period.