Around the world this year we have all had to adapt to a new way of living due to the global crisis and other unexpected disruptions. And during this time, we have witnessed how essential reliable communication has been to create continuity as best as possible. In fact, how businesses and organizations have been able to communicate to their customers has provided the gauge as to the importance of crisis preparation to maintain some stability through these difficult times.
During times of crisis, your business needs to communicate with your employees and customers fast – before, during and after the event. The good news is that fast, reliable communication has never been easier. With 67% of the world owning a mobile device and 90% of mobile users always have their phone within arm’s reach, mobile messaging is the easiest, most effective way to achieve real-time engagement.
Despite these statistics, the reality is that businesses are still not properly leveraging this valuable channel, and even more, not setting themselves up for a more forward-thinking approach that is required for next-generation mobile communication.
Each industry has unique needs and responsibilities. From transportation industries needing to notify customers on closures and planned maintenance to schools and universities alerting students and staff on security threats and weather-related announcements, mobile messaging can reach target audiences quickly with important information. Do you have a plan for when a crisis strikes? Let’s explore how you can tailor your messages to employees and customers to leverage mobile messaging in the event of a crisis.
One Event, Two Messages
Often times, events will impact both your customers and employees. However, the same message may not be the best approach to alerting the two groups. Let’s imagine you are a grocery business owner and an event has occurred that impacts both your employees and customers. For your employees, you send an alert to ensure safe handling practices, immediately report issues and communicate business continuity plans. For your customers, you notify them of store-hour changes, special delivery information and any foreseeable delays in service.
Effectively Reach Employees
During times of crises, effectively reaching your employees is crucial to ensure business continuity. Companies are finding industry specific paths to successfully keep their employees informed.
- Leverage mobile messaging to schedule your workforce by requesting availability and sharing shift information.
- Share important public emergency notes on a county-specific basis.
- Reach out to employees in the case of a security threat to warn of a lockdown based on building location.
- And alert employees of inclement weather as well as ensure employees are safe.
Find Success in Contacting Customers
Companies need to communicate confidently with customers through notifications and alerts to best acquire their attention. With many different outlets to effective communication, companies can explore what works for their customers.
- Provide updates for public facilities closures.
- Send transportation closures directly to citizens.
- Communicate utility outages and reply with solutions.
- And discuss changes to your hours of operations.
Not Your Average Communications Platform
All these possible ways to reach your employees and customers necessitate a high quality platform. With Syniverse Mobile Messaging, instantly reach your audiences on multiple channels to ensure the highest level of coverage. All employees and customers do not want to receive information in the same way. While some may have your app and prefer the ability to quickly view messages, as is the case with push notifications, others may prefer engaging with your company through text messages or rich and interactive social media.
Regardless of customer or employee preference, centralize all your mobile messaging campaigns and programs using one global cloud-based communications platform, capitalizing on the endless opportunities to earn loyalty through meaningful engagement.
People are drawn to brands that serve them meaningful interactions. With Syniverse Mobile Messaging, you can develop a plan that’s both strategic and creative. Evolve with your customers and employees to delight and retain them.
What is your preferred communications platform and why? Leave me a comment below so we can keep the conversation going.
Mathias Muehlfelder is a Senior Director of Product Management and works at Syniverse’s Luxembourg office.
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