In the digital workplace, especially in remote and hybrid workplaces, companies are increasingly moving away from email and placing a greater emphasis on more immediate forms of communication. In particular, as employees become more accustomed to online collaboration platforms, organizations have found unique advantages in using chat messaging as their primary form of communication. Here are just a few observations from around the industry on the rising importance of chat – and why channel partners should take note.
Chat features have been commonly found in customer service environments for years. However, persistent chat platforms are only recently being recognized as an important tool to facilitate business communications. Chat solutions allow multiple people to have an ongoing discussion simultaneously, making it more expedient than email. Persistent chat is considered more “social” than many other communications tools and can provide a virtual forum for spontaneous discourse. And persistent chat technology offers a new function in this environment that even a live conversation can’t produce: it provides documentation of that ongoing, multi-person dialog.
Chat-based platforms and applications are also being used more frequently to post organizational news, professional event information, company policies, HR information, or curated industry research – anything that needs to be accessible to large groups of personnel at any given time. As this all-access format comes more into everyday use, industry and media pundits have voiced some supportive opinions on its role as part of a business communications infrastructure.
Managed services providers who supply businesses with communications solutions are missing an opportunity if they don’t integrate chat features into their offerings. Similar to how texting – and even the use of personal smartphones – made its way into the workplace, chat messaging is taking the same route. Persistent chat is quickly becoming a must-have tool for organizations that rely on timely, accurate, and accessible communication. Channel partners should embrace this trend and add this rich capability into their portfolios.
To learn more about how all-in-one messaging solutions with integrated chat (alongside other essential voice, video, messaging, and collaboration tools) are transforming the way modern businesses adapt to remote work, download our exclusive guide.