The onset of the COVID-19 pandemic led to many changes in people worldwide. One of these changes is how many businesses saw changes to long-standing conventional practices as they continue operating. The shift to the work-from-home culture became the new normal during the pandemic.
However, communication became a big challenge in these times. Video conferencing tools were now being utilized in place of physical meetings in an office. New communication methods also started to emerge as mobile applications such as WhatsApp, WeChat, Signal, and Telegram recording are now used as communication channels to reach out to clients and customers.
Additionally, regulatory compliance terms in communication have shifted today to a platform-centered approach. This approach helps in addressing the global regulatory requirements in online communication, especially at a time where the development of comprehensive data strategies becomes more important.
During the pandemic, there was also a need to revise the conventional practices and policies as employees started remote working setup. A transparent communication channel between the client and employees became essential for business transactions. The communication perspective is more than geographic and cultural considerations, especially as there are worries about security and clarity of communication.
With the diversity of communication channels today, the inclusion of a mobile instant messaging (IM) tool is selected based on clients’ geographic and cultural preferences. It is seen on WeChat’s prevalence in Asia, and the wide use of WhatsApp in other parts of the world.
Even while call monitoring is implemented for effective communication compliance, it is also crucial to uphold privacy regulations where the clients are informed that the interaction is being monitored. With this, the client’s consent is also sought, as archiving solutions display a notice in the chat screen that conversations are monitored as it starts.
If you want to learn more about communication compliance in a post-COVID world, here is an infographic by TeleMessage for more information.