The growth in mobility and smartphone usage will have a profound impact on legal, accounting, and other professional service firms in 2013 according to NSC Group founder and executive chairman, Craig Neil.
Speaking at the Australian Accountants, Lawyers and Directors Conference (AALDC), Neil said 2012 saw a 45 per cent increase in smartphone ownership in Australia, and has impacted how customers communicate with businesses.
“This raises an interesting issue for many firms, as clients are increasingly interacting with businesses via a wide range of forums and mediums,” Neil said.
In turn, effective communications with customers and employees will be a key challenge for the industry in 2013 and beyond as mobility develops further.
As a result, companies must consider integrating social media responses into customer support and employee communication programs, Neil said.
“While it may not be a traditional concern for legal and accounting firms, those which aren’t interacting with clients through social media are now in the distinct minority and at a disadvantage when interacting with their clients and employees.”
Internally, companies must employ integrated and unified communications programs to efficiently communicate with all employees, whether they are in or out of office.
“Every business is different, and every company has different needs,” Neil said. “A key challenge for the unified communications industry will be delivering first class options which don’t divert funds away from the core offering of clients.”
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