Startups and Messaging: The Lost Art of Effective Communication
Startups often overlook modern communication tools, which can hinder their growth. Leveraging omnichannel approaches and artificial intelligence could significantly transform their customer relationships.
Underutilized Communication Tools in Startups
In today’s hyperconnected era, effective communication between a business and its clients is crucial. Yet, many startups struggle to properly leverage the communication tools available to them. Nikola Pavesic, Head of Developer and Startup Experience at Infobip, a global cloud communications platform, emphasizes that startups “do not think enough about using communication tools,” thus missing growth opportunities.
The Importance of Omnichannel Communication
Poor use of communication tools and wrong channel choices hinder the development of young companies. Pavesic specifically points out that many startups overlook omnichannel communication. Connecting with customers across various channels and integrating them to create a seamless user experience is crucial. “They fail to see how vital it is to deliver the right message, on the right channel, at the right time,” he explains.
Creative Opportunities Through Diverse Communication Channels
Each communication channel offers a realm of opportunities. “Companies can be very creative, choose the right channels, and the right way to convey their message to stand out,” says Pavesic. Consider using a messaging app during a tech event instead of SMS, or utilizing chat to develop an engaging and cool sales pitch. Such approaches can truly differentiate startups.
The Future of Client Communications
As the future of client communications and customer service evolves, artificial intelligence is becoming more prevalent. By experimenting with “conversational AI,” more startups are moving beyond just building a product to crafting a great experience. Implementing this AI across various channels can open up more effective ways to communicate with clients. Lastly, Pavesic reminds us of a fundamental principle: “In many cultures, the customer is always right.”