Global COVID impact new and increased use of communication channels 2020, by type

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.