Globally, 54 percent of respondents state that COVID-19 increased focus on omnichannel or multichannel digital communications in their organization. Omnichannel and multichannel communication are approaches to customer communications where businesses consider the varieties of platforms customers use to engage with the business. An increased focus on these communication approaches means that businesses align their messages in terms of design and objectives across all channels to stay connected with their customer base. Since the onset of the pandemic, organizations have busily adapted their digital communication strategies to stay in touch with customers.
In what ways has your organization adapted its digital communication strategy in response to COVID-19?
Characteristic
Share of respondents
Increased our focus on omnichannel or multichannel digital communications
54%
Added new channels used for digital communications
53%
Sped up the implementation of our digital communications strategy
52%
Increased the volume of interactions with channels
51%
Increased the budget for digital communications
51%
Increased the employee time dedicated to digital communications
50%
Refined digital communication to focus on retention of customers
*Respondents belong to companies with 500+ employees.
Directors and above in: Corporate communications, customer experience, customer or technical support, data analytics or business intelligence, executive leadership or administration, IT or engineering, innovation, marketing, operations, product design/development, sales or business development, strategic planning.
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Twilio. (July 14, 2020). In what ways has your organization adapted its digital communication strategy in response to COVID-19? [Graph]. In Statista. Retrieved July 22, 2024, from https://www.statista.com/statistics/1201098/covid-communication-channels-impact/
Twilio. "In what ways has your organization adapted its digital communication strategy in response to COVID-19?." Chart. July 14, 2020. Statista. Accessed July 22, 2024. https://www.statista.com/statistics/1201098/covid-communication-channels-impact/
Twilio. (2020). In what ways has your organization adapted its digital communication strategy in response to COVID-19?. Statista. Statista Inc.. Accessed: July 22, 2024. https://www.statista.com/statistics/1201098/covid-communication-channels-impact/
Twilio. "In What Ways Has Your Organization Adapted Its Digital Communication Strategy in Response to Covid-19?." Statista, Statista Inc., 14 Jul 2020, https://www.statista.com/statistics/1201098/covid-communication-channels-impact/
Twilio, In what ways has your organization adapted its digital communication strategy in response to COVID-19? Statista, https://www.statista.com/statistics/1201098/covid-communication-channels-impact/ (last visited July 22, 2024)
In what ways has your organization adapted its digital communication strategy in response to COVID-19? [Graph], Twilio, July 14, 2020. [Online]. Available: https://www.statista.com/statistics/1201098/covid-communication-channels-impact/
