Technology has enhanced the way we live in a variety of ways and one of them is our way of communicating. From primitive forms of communication like making guttural sounds, acting, and using symbols, we have come a long way to convey our message quickly. Video chatting with friends and family, or attending an online conference for work were all made possible because of our technological advancement. With businesses incorporating new technology like an Outsource Live Chat, the customer service industry has improved tremendously. This is mirrored in the growing multi-channel strategy organizations take to customer care, including call handling. Many organizations are making themselves accessible on different social media platforms to their own live chat tool and being reachable by phone.
According to a survey, since the development of the telephone in the nineteenth century, landlines eventually became a staple in several households and offices around the world. Landlines are really not the dominant force in communication that they once were, but they’re still a popular means to stay in touch.
Smartphones topped the list as the most popular mode of communication. More than nine out of ten respondents (90.7%) stated that this was their preferred technology, with landlines trailing at 13.8%, laptops at 8.3%, and tablets at 7.5%. WhatsApp was selected as people’s preferred messaging platform, with 34.7% claiming it was their preferred method of communication, barely surpassing phone calls at 32.5% and well ahead of text messages at 19.3%.
Letters might not be as popular nowadays as they once were, yet that doesn’t mean they’ve completely vanished. While 45.9% of those polled indicated it had been more than a year since they last put pen to paper, over a third (29.8%) had sent out a letter in the previous few months.
Social media and texting overall are shaping not only the methods through which we interact, but also the language we speak. We’re increasingly adopting emojis, GIFs, and memes to express our feelings, in addition to converting words and phrases into easy-to-type acronyms. WhatsApp was the most popular social media network for individuals to connect on, with 46.3% naming it as their favorite choice. Facebook came second with 23.4%, followed by Instagram at 11.4%, Snapchat had 7.9%, and TikTok had 4.5%. When it comes to the popularity of the platforms, however, there were variances between age groups.
In conclusion, technological innovation means that communication is faster and that more individuals remain connected. It has constantly introduced new modes of communication, resulting in the evolution of interpersonal skills. New forms of communications are vital to adapt to our developing lifestyle while there are many of us who prefer the old school phone conversation. This has significant impact for businesses in terms of customer service. Customers want to be able to contact businesses quickly, effortlessly, and, most importantly, through channels that are convenient for them.