The world we knew pre-pandemic has shifted beyond recognition. Those days when the office was our second home, where daily interactions with colleagues were the norm, and the grumbles about the daily commute formed a shared bond, seem like they belong to a different lifetime. A staggering 81% of businesses now assert that the global pandemic has left an indelible mark, transforming not just our personal lives, but the very fabric of how we work.
The once-familiar scenario of leading a kickoff in person, or popping by a colleague's desk for a spontaneous chat, has undergone a profound shift. As organisations have embraced hybrid or fully remote work models, the very essence of team interaction and collaboration has evolved. The challenge now is to forge connections and collaboration across teams, even when miles apart.
HubSpot's 2022 Hybrid Work Report brings to light key insights:
- Remote workers, once accustomed to the camaraderie of shared spaces, now miss the spontaneity of face-to-face interactions (40%).
- In-office workers find themselves grappling with the dual challenge of staying motivated and connected with their team (49%).
- Flex workers, straddling both worlds, encounter difficulties in building relationships (31%).
In a post-pandemic reality where physical and virtual interactions coexist, the onus lies on organisations to find novel ways to foster connections, bridge the virtual gap, and cultivate a sense of unity in this redefined workspace. The disconnection issue is felt even more keenly in multi-functional teams; sales and marketing particularly grapple with alignment issues, driven by ineffective communication, limited visibility across departments, and fragmented customer data.
Amid this evolving landscape, the question arises: How can businesses ensure seamless interactions with both their employees and customers, even in the face of ongoing disruption?
Reconnecting with Customers in a Transformed Reality
As businesses grapple with the intricacies of remote work, the significance of customer experience remains paramount for both immediate success and sustained growth. A staggering 57% of businesses use customer satisfaction as their primary performance metric, highlighting its crucial role. However, the landscape of sales has undergone a metamorphosis. In 2022, 31% of sales professionals stress the importance of building trust and rapport with prospects—a task made more complex by remote interactions.
Yet, the challenge of trust-building is accompanied by hurdles:
- 46% of salespeople view remote selling as less effective than in-person interactions.
- 49% of businesses report a rise in Customer Acquisition Cost (CAC) over the past year.
The solution lies in innovative strategies that cater to these dynamics. The evolution of challenges demands an evolution in solutions. In this transformed landscape, businesses must embrace new go-to-market (GTM) strategies, re-evaluate technology choices, and craft innovative playbooks that navigate this altered reality.
Driving Change: Empowering Collaboration through Innovative Tools
Overcoming the hurdles posed by disconnected employees and shifting customer dynamics hinges on technology as a facilitator of collaboration and streamlined processes. Enter the era of customisable bots—an innovative solution that bridges gaps, enhances productivity, and fosters seamless interactions. Here are some examples we particularly love:
- Notification workbot - new lead: This intelligent bot keeps eXtended Development Representatives (XDRs) in the loop about newly captured leads. By centralising pertinent information, the bot empowers efficient lead management and informed decision-making.
- Information Bot - intent notification: Leveraging real-time insights through a bot enables immediate action based on customer intent data. This bot empowers a nuanced understanding of customer behaviour, driving informed engagement strategies.
- Authorisation bot - quote approval: Bots automate repetitive administrative tasks, including quote approvals. This bot streamlines the approval process by orchestrating communication between departments, eradicating bottlenecks and enhancing efficiency.
Incorporating these customisable bots into operations not only optimises customer-facing roles and minimises administrative burdens, but also enhances overall productivity. These bots streamline workflows, facilitating seamless integration across multiple systems and driving operational efficiency.
Clearly, bots are not the sole answer to the problem of disconnected employees but serve as a simple example of how technology can begin to alleviate the impact on growth. In a landscape defined by disconnected employees and evolving customer expectations, the adoption of technological innovations and the fostering of collaboration stand as critical imperatives. Through this dynamic interplay, businesses can navigate the new normal with resilience, adaptability, and an unwavering commitment to delivering exceptional experiences.
Get in touch with us today to find out how we can help you harness the power of integration, automation and AI to begin reversing the tide of disconnection within your GTM teams.