Globally, companies increased their use of various digital communication channels in addition to adopting many channels for the first time as a result of COVID-19. In fact, one in three companies adopted interactive voice response (IVR) and live chat as communication channels for the first time. The average number of new channels implemented by companies is 3.5. Furthermore, it can be noted that live chat, email, and video are the top channels companies increased use of as a response to the pandemic. Implementing a variety of different communication channels allows for companies and employees to stay connected with each other as many of them work from home and need to access information and participate in meetings virtually and from different locations.
In response to COVID-19, what digital communication channels did your organization begin using for the first time or dramatically increase use of?
*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 1, 2020). In response to COVID-19, what digital communication channels did your organization begin using for the first time or dramatically increase use of? [Graph]. In Statista. Retrieved December 21, 2024, from https://www.statista.com/statistics/1201336/covid-use-adoption-communication-channels/
Twilio. "In response to COVID-19, what digital communication channels did your organization begin using for the first time or dramatically increase use of?." Chart. July 1, 2020. Statista. Accessed December 21, 2024. https://www.statista.com/statistics/1201336/covid-use-adoption-communication-channels/
Twilio. (2020). In response to COVID-19, what digital communication channels did your organization begin using for the first time or dramatically increase use of?. Statista. Statista Inc.. Accessed: December 21, 2024. https://www.statista.com/statistics/1201336/covid-use-adoption-communication-channels/
Twilio. "In Response to Covid-19, What Digital Communication Channels Did Your Organization Begin Using for The First Time or Dramatically Increase Use Of?." Statista, Statista Inc., 1 Jul 2020, https://www.statista.com/statistics/1201336/covid-use-adoption-communication-channels/
Twilio, In response to COVID-19, what digital communication channels did your organization begin using for the first time or dramatically increase use of? Statista, https://www.statista.com/statistics/1201336/covid-use-adoption-communication-channels/ (last visited December 21, 2024)
In response to COVID-19, what digital communication channels did your organization begin using for the first time or dramatically increase use of? [Graph], Twilio, July 1, 2020. [Online]. Available: https://www.statista.com/statistics/1201336/covid-use-adoption-communication-channels/
