{"id":53418,"date":"2022-10-18T13:38:48","date_gmt":"2022-10-18T20:38:48","guid":{"rendered":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/?p=53418"},"modified":"2024-07-23T08:35:21","modified_gmt":"2024-07-23T15:35:21","slug":"business-communication-trends","status":"publish","type":"post","link":"\/us\/en\/blog\/business-communication-trends\/","title":{"rendered":"7 business communication trends for 2023"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">If the past three years have taught us anything, it\u2019s that how we communicate is critical to business success.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Our phones are at the center of it all. From discussing a project with a teammate to closing a sale with a large client, <\/span><b>calling is preferred by companies of all sizes<\/b><span style=\"font-weight: 400;\">. And we have the numbers to prove it.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\t\t<\/p>\n<div class=\"download-form-widget download-cta-banner \" data-url=\"https:\/\/netstorage.ringcentral.com\/ebook\/10-ways-voice-will-disrupt-the-workplace.pdf\" data-id=\"69d213dc4c025\" id=\"69d213dc4c025\" data-form-type=\"cta download banner ENTERPRISE\">\n<div class=\"rc-post-content-cta rc-post-content-cta_download orange\">\n<div class=\"img-rc-cta-download\">\n\t\t\t\t<svg width=\"290\" height=\"234\" fill=\"none\" id=\"svg--1435625850\" role=\"img\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n\t\t\t\t<path d=\"M213.846 96.959C222.779 130.299 257.048 150.084 290.388 141.15C323.728 132.217 343.513 97.9482 334.579 64.6087C325.646 31.2691 291.377 11.4839 258.038 20.4173L203.159 35.122C200.128 35.9341 198.329 39.0494 199.141 42.0803L213.846 96.959Z\" fill=\"#002855\"\/>\n\t\t\t\t<path d=\"M153.092 88.4508C154.825 86.7179 154.825 83.9299 153.092 82.1969L81.1733 10.2785C79.4405 8.54566 76.6392 8.55885 74.9846 10.3437C35.9115 52.6218 35.9115 118.026 74.9846 160.304C76.6394 162.089 79.4535 162.089 81.1733 160.369L153.092 88.4508Z\" fill=\"#0684BC\"\/>\n\t\t\t\t<path d=\"M116.67 194.759L102.313 219.626C101.621 220.825 102.029 222.345 103.227 223.037L128.095 237.394C143.024 246.014 162.11 240.9 170.73 225.97C179.349 211.041 174.235 191.954 159.306 183.335C144.376 174.716 125.29 179.83 116.67 194.759Z\" fill=\"#FFCD00\"\/>\n\t\t\t\t<path d=\"M184.513 4.20398C184.94 5.7996 183.997 7.43423 182.401 7.86177L134.082 20.8089C132.486 21.2364 130.852 20.2926 130.424 18.697L117.477 -29.6222C117.049 -31.2178 117.993 -32.8524 119.589 -33.2799L167.908 -46.227C169.504 -46.6545 171.138 -45.7109 171.566 -44.1152L184.513 4.20398Z\" fill=\"#F6F5F1\"\/>\n\t\t\t\t<path d=\"M195.505 160.14C195.025 160.972 193.966 161.256 193.135 160.776L167.963 146.242C167.131 145.763 166.848 144.703 167.327 143.872L181.861 118.7C182.341 117.869 183.4 117.585 184.231 118.065L209.403 132.598C210.235 133.078 210.518 134.137 210.038 134.968L195.505 160.14Z\" fill=\"#205C40\"\/>\n\t\t\t\t<\/svg>\t\t\t<\/div>\n<div class=\"rc-content-cta-download\">\n<div class=\"bottom-cta-copy\">\n<div class=\"title-banner-cta-download\">The New Age of Voice<\/div>\n<div class=\"text-banner-cta-download\">From 5G to conversational AI, here&#8217;s where voice communications are going in the next 10 years.<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<div class=\"rc-post-content-cta-footer\">\n\t\t\t\t<button tabindex=\"on\" on=\"tap:69d213dc4c025.toggleClass(class='open')\" class=\"open-modal-download-action rc-button\" type=\"submit\">Get the eBook<\/button>\n\t\t\t<\/div>\n<\/p><\/div>\n<div class=\"download-form-modal\">\n<div class=\"download-form-modal-body\">\n<div class=\"download-form-modal-content\">\n<div class=\"download-form-modal-title\">From 5G to conversational AI, here&#8217;s where voice communications are going in the next 10 years.<\/div>\n<form class=\"download-form ENTERPRISE\" method=\"post\">\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Full Name\" aria-required=\"true\" aria-invalid=\"false\" type=\"text\" name=\"fullname\" placeholder=\"Full Name\" data-dl-events-hover=\"true\" data-dl-element=\"text\" data-dl-additional-info=\"enterprise download form\">\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Email (please enter a work email address)\" aria-required=\"true\" aria-invalid=\"false\" type=\"email\" autocomplete=\"on\" name=\"email\" placeholder=\"Email (please enter a work email address)\" data-dl-events-hover=\"true\" data-dl-element=\"email\" data-dl-additional-info=\"enterprise download form\">\n\t\t\t\t\t\t<\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"popup_form\" value=\"1\">\n\t\t\t\t\t\t<\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"Lead_Entry_Source__c\" value=\"RC Blog Enterprise\" class=\"download-form-input\"\/>\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<button class=\"download-form-submit\" type=\"submit\" data-dl-element=\"button\" data-no-auto-dl=\"true\" data-dl-additional-info=\"enterprise download form\" data-dl-name=\"Get the eBook\">Get the eBook<\/button>\n\t\t\t\t\t\t<\/div>\n<\/p><\/form>\n<p> \t\t\t\t\t<button on=\"tap:69d213dc4c025.toggleClass(class='open')\" role=\"button\" tabindex=\"0\"  class=\"download-form-modal-close\"><\/button>\n\t\t\t\t<\/div>\n<div class=\"download-form-modal-thank\">Thank you!<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/p><\/div>\n<p><\/span><\/p>\n<p><span style=\"font-weight: 400;\">With the help of <\/span><a href=\"https:\/\/www.ipsos.com\/en\"><span style=\"font-weight: 400;\">Ipsos<\/span><\/a><span style=\"font-weight: 400;\">, we recently surveyed more than 350 IT decision-makers about how they currently use voice communication in their workflows and what their plans are for the future.<\/span><\/p>\n<h2 class=\"heading h2\"><b>7 business communication trends for 2023<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">Our <\/span>enterprise communications report on telephony (July 2022) <span style=\"font-weight: 400;\">shares the results of our recent survey of business owners and how they plan to communicate with their customers and employees in the coming year.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Here\u2019s what we learned:\u00a0<\/span><\/p>\n<h2><b><a id=\"phone\"><\/a>1. Phone is still a primary business communication tool\u00a0<\/b><\/h2>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-53451\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2022\/10\/Importance-of-phone-1.gif\" alt=\"Animated graph showing percentage of workers who use phone as a primary tool\" width=\"1920\" height=\"1080\" \/><\/p>\n<p style=\"text-align: center;\"><em>Source:<\/em> <a href=\"https:\/\/www.ringcentral.com\/solutions\/office\/call.html\"><strong><em>A phone that&#8217;s so much more than just calling<\/em><\/strong><\/a><\/p>\n<p><span style=\"font-weight: 400;\">Over 90% of respondents said that phones are considered a main communication tool. Even with businesses that don\u2019t consider phone to be their primary communication channel, 40% say it\u2019s still one of their main tools.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">These findings back up data from a recent <\/span><a href=\"https:\/\/netstorage.ringcentral.com\/ebook\/10-ways-voice-will-disrupt-the-workplace.pdf\"><span style=\"font-weight: 400;\">NTT global customer experience (CX) benchmarking report<\/span><\/a><span style=\"font-weight: 400;\">, which found that businesses consider phone or in-person communication to be the preferred contact channel for vital business processes.<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>71.4%<\/b><span style=\"font-weight: 400;\"> prefer phone and in-person when handling retention\/escalation\/dispute resolution issues<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>63.6%<\/b><span style=\"font-weight: 400;\"> prefer phone and in-person for sales proactive (outbound) and<\/span><b> 54.8%<\/b><span style=\"font-weight: 400;\"> for sales reactive (inbound)<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>43.6%<\/b><span style=\"font-weight: 400;\"> prefer to handle general customer service issues via phone or in-person<\/span><\/li>\n<\/ul>\n<h2><b><a id=\"company\"><\/a>2. Company size doesn\u2019t impact phone usage\u00a0<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">It doesn\u2019t matter how big or small an organization is\u2014phone calls remain popular regardless of company size.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">According to our study, small companies\u2014ones with 0 to 99 employees\u2014were <\/span><b>most likely<\/b><span style=\"font-weight: 400;\"> to say phone is their primary communication tool (58%). Large businesses were the <\/span><b>next highest<\/b><span style=\"font-weight: 400;\"> group, with 55.7% of respondents saying phones are their main communication channel.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Overall, the percentage of respondents saying phone is their primary communication method was fairly similar across business sizes.<\/span><b><\/b><\/p>\n<ul>\n<li><b>Less than 99 employees: <\/b><span style=\"font-weight: 400;\">58%<\/span><\/li>\n<li><b>100-999 employees: <\/b><span style=\"font-weight: 400;\">44.4%<\/span><\/li>\n<li><b>1,000-9,999 employees: <\/b><span style=\"font-weight: 400;\">55.7%<\/span><\/li>\n<li><b>10,000+ employees: <\/b><span style=\"font-weight: 400;\">54.5%<\/span><\/li>\n<li><b>Overall: <\/b><span style=\"font-weight: 400;\">52.1%<\/span><\/li>\n<\/ul>\n<h2><b><a id=\"professionals\"><\/a>3. Professionals still prefer phone calls for external comms and one-on-one meetings<\/b><\/h2>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-53425\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2022\/10\/How-phone-is-used.gif\" alt=\"Animated bar graph showing how employees use phones\" width=\"1920\" height=\"1080\" \/><\/p>\n<p style=\"text-align: center;\"><em>Source:<\/em> <a href=\"https:\/\/www.ringcentral.com\/solutions\/office\/call.html\"><strong><em>A phone that&#8217;s so much more than just calling<\/em><\/strong><\/a><\/p>\n<p><span style=\"font-weight: 400;\">Our research shows that a majority of employees prefer using the phone for both internal and external business communication.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">According to their responses, business leaders prefer phone conversations when speaking with individuals instead of groups. Here\u2019s the breakdown:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Internal calls:<\/b><span style=\"font-weight: 400;\"> 73.8%<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Internal meetings: <\/b><span style=\"font-weight: 400;\">58.6%<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>External client calls:<\/b><span style=\"font-weight: 400;\"> 82%<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>External client meetings:<\/b><span style=\"font-weight: 400;\"> 60.8%<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>External vendor calls:<\/b><span style=\"font-weight: 400;\"> 69.6%<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>External vendor meetings:<\/b><span style=\"font-weight: 400;\"> 49%<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Outbound customer calls:<\/b><span style=\"font-weight: 400;\"> 63.4%<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Inbound customer service:<\/b><span style=\"font-weight: 400;\"> 52.1%<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Even when speaking to groups of team members or customers in meetings, more than half prefer to use phones.<\/span><\/p>\n<h2><b><a id=\"there\"><\/a>4. There\u2019s an adoption gap between traditional and cloud phone systems<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">Traditional solutions still reign supreme, with 64.8% of employees using a <a href=\"https:\/\/www.ringcentral.com\/business-phone-numbers.html\">business number<\/a> on a mobile phone and 50.1% using a personal number on a mobile phone for business communication. <\/span><b>More than half (53.2%)<\/b><span style=\"font-weight: 400;\"> of companies use legacy on-premise phones for business communication.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">At the same time, <\/span><b>30.7% of companies<\/b><span style=\"font-weight: 400;\"> report using cloud-based phone systems. This adoption is expected to increase over time with the rise of hybrid and remote work.<\/span><\/p>\n<h2><b><a id=\"business\"><\/a>5. Business phone use is expected to increase<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">Our research also shows that a significant percentage of companies <\/span><b>expect phone use to increase <\/b><span style=\"font-weight: 400;\">over the next several years. In fact, only 5% expect phone use to decrease.<\/span><\/p>\n<p><span style=\"font-weight: 400;\"><\/p>\n<div class=\"post-stats-section\">\n<h2>Will phone use increase in the next several years?<\/h2>\n<div class=\"post-stats\">\n<div class=\"post-stats-item\">\n<p class=\"post-stats-item-number\">29%<\/p>\n<p class=\"post-stats-item-text\">say phone use will increase a lot.<\/p>\n<\/p><\/div>\n<div class=\"post-stats-item\">\n<p class=\"post-stats-item-number\">34.1%<\/p>\n<p class=\"post-stats-item-text\">say phone use will increase a little.<\/p>\n<\/p><\/div>\n<div class=\"post-stats-item\">\n<p class=\"post-stats-item-number\">31%<\/p>\n<p class=\"post-stats-item-text\">say phone use will stay the same.<\/p>\n<\/p><\/div>\n<\/p><\/div>\n<\/p><\/div>\n<p>\t<\/span><\/p>\n<h2><b><a id=\"want\"><\/a>6. Businesses want flexible, multi-device phone solutions<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">More than anything, business users want flexibility from their phone services, especially when it comes to phone features that are accessible through multiple devices.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The ability to <\/span><b>place and receive business calls<\/b><span style=\"font-weight: 400;\"> (33.8%) and individual <\/span><b>business SMS messages<\/b><span style=\"font-weight: 400;\"> (30.1%) from a personal computer is the feature most are interested in.<\/span><\/p>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-53427\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2022\/10\/SMS-desktop-and-mobile-GIF.gif\" alt=\"\" width=\"1440\" height=\"810\" \/><\/p>\n<p><span style=\"font-weight: 400;\">Some of the other most popular feature requests include:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>27.6%<\/b><span style=\"font-weight: 400;\"> want the ability to record calls on demand and store those recordings in the cloud<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>25.9%<\/b><span style=\"font-weight: 400;\"> want high-volume SMS for mass marketing and customer care<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>25.1%<\/b><span style=\"font-weight: 400;\"> want ease of porting existing phone numbers to a new provider<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>23.4% <\/b><span style=\"font-weight: 400;\">want the ability to automatically log calls in various business-critical apps, like a customer relationship management (CRM) platform<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>22.5%<\/b><span style=\"font-weight: 400;\"> want visual voicemail and voicemail subscriptions<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>22.5%<\/b><span style=\"font-weight: 400;\"> want general local, international, and toll-free phone numbers on demand for customer-facing teams to use<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>16.3%<\/b><span style=\"font-weight: 400;\"> want to send and receive eFaxes<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Businesses demanding innovation and feature-rich, flexible phone systems further demonstrate the importance of voice communication now and in the future.<\/span><\/p>\n<h2><b><a id=\"nearly\"><\/a>7. Nearly all businesses plan to use SMS (text messages)<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">Over 95% of businesses are using SMS in some capacity.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">While 23.9% of companies consider it their number one communication tool, 42.5% say it\u2019s not their primary tool but still one of their main ones.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Our research also shows that more large companies than smaller ones consider SMS their primary communication tool.<\/span><\/p>\n<h2 class=\"heading h2\"><strong>Communication trends: Phones are here to stay\u00a0<\/strong><\/h2>\n<p><span style=\"font-weight: 400;\">Business leaders continue to invest in phone communication because it\u2019s easy for agents to use. <em>A<\/em><\/span><i><span style=\"font-weight: 400;\">nd <\/span><\/i><span style=\"font-weight: 400;\">it\u2019s the channel customers prefer.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Keep your agents and customers happy by staying up to date on the latest <a href=\"https:\/\/www.ringcentral.com\/lp\/small-business-phone-service.html\">business phone<\/a> practices. Check out our new phone page: <a href=\"https:\/\/www.ringcentral.com\/solutions\/office\/call.html\"><em><strong>A phone that&#8217;s so much more than just calling<\/strong><\/em><\/a>.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>If the past three years have taught us anything, it\u2019s that how we communicate is critical to business success.\u00a0 Our phones are at the center of it all. From discussing a project with a teammate to closing a sale with a large client, calling is preferred by companies of all sizes. And we have the &#8230;<\/p>\n","protected":false},"author":29,"featured_media":53426,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[17901],"tags":[1118],"class_list":["post-53418","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-business-leadership","tag-phone"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v19.3 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>7 business communication trends for 2023 | RingCentral Blog<\/title>\n<meta name=\"description\" content=\"Businesses are making more phone calls than ever. 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