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How difficult or easy is it to have a communication channel established with one’s customers? Here, the question relates to not only employees but also end-point customers.

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Daniel Ho | 2751 day ago

It really depends on the comfort level and the existing investments that you have. Firstly, you establish a communication channel within your organization. You identify the goals of establishing the communication channel, solicit feedback from the employee, gather more information on how to innovate for instance or are you establishing a communication channel more so like a one-way information exchange. So it really depends on what your objectives and goals are for establishing that channel. But generally, I would recommend having virtual shared spaces that will at the same time allow employees to have a synchronous means of communication, that is, people in the top management get to provide updated information to the employees and at the same time, employees can also provide feedback. With regards to this, there are certain tools available, such as the Microsoft Share Point and at a smaller scale, Cisco Spark allows smaller group workspaces. So if you want to disseminate information within your own team or department, Cisco Spark will be a perfect tool. If we look at a more unified level, Microsoft Share Point will be able to facilitate such information.
Now when it comes to customer-facing, what will be the communication medium? Again, the same question comes in: what are your objectives, for instance, are you looking to increase customer satisfaction and what is your existing platform that you have, for example, are you going to enhance the interaction with your customers or the potential prospects on your website? If so, then the video-integrated APIs for your own website to facilitate a video chat might be something that you can explore.

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