BACK
Advancements in Digital Communication
Taylor Tunnison • February 11, 2021

Top-notch communication has always been the foundation of excellent customer service. As the world largely shifts to digital, effective communication and quality customer experiences have become priorities for many companies. Advancements in technology have opened new communication channels and high-tech data platforms for organizations, transforming the way business is done.   



Nowadays, communicating is becoming an increasingly intricate process. As customers grow to appreciate more personal interactions, it is essential to keep the conversation going long past initial messaging. In order to navigate through 2021, let’s consider the various digital communication platforms available for most people and companies. 

1. Text Messaging

One method to encourage better conversations and foster relationships is to use technology to interact directly with consumers. The best platform for this, which works well with other systems, is commonly known as short message service (SMS) or text messaging. SMS is a powerful tool to connect with audiences, as shown by the following statistics: 

 

  • 5 billion people in the world actively use SMS. 
  • SMS messages have a 98% open rate.
  • Text messages have a 209% higher response rate compared to email. 
  • 90% of SMS messages are opened and read in just 3 minutes. 

 

SMS is a popular medium of communication because of its promptness, directness, and universality. SMS marketing is also inexpensive, has a wide reach, and enjoys a better open and response rate than other conventional marketing channels, such as email. 

2. Mobile Messenger Apps

Estimates suggest that U.S. adults are spending an average of 4 hours on the internet every day, with 88% of the time being spent on mobile apps. As of October 2020, the most popular global mobile messenger apps based on active users were WhatsApp (2 billion users), Facebook Messenger (1.3 billion users), and WeChat (1.2 billion users). 

Companies ought to understand which mobile platforms are being used by their clients. Interactive messaging can influence all stages of a customer’s life cycle, from first contact, acquisition, sales, support, and even up to retention. Leveraging these impactful applications will take advantage of numerous opportunities for branding , marketing , and even ecommerce .

3. Artificial Intelligence

Artificial intelligence (AI) allows businesses to optimize their operations with the click of a button. AI-enabled communications like chatbots can be implemented to respond to questions and provide information almost instantly. They use algorithms to study patterns and provide appropriate responses. Many enterprises are relying on chatbots to respond to high volumes of messages from consumers. According to statistics, chatbots will enable $142 billion in consumer retail spend by 2024, which is a 400% increase from $2.8 billion in 2019. 

4. Voice-Enabled Technology

We’re in an era in which communicating with and through various programs will quickly provide us with correct answers and directions, without ever interacting directly with another person. 

The popular “Siri” platform has achieved a 4.9%-word error rate for human-speaker interactions, a score that parallels the accuracy of human-human conversations. There are many smart speaker systems like Google Home and Amazon Echo that can function as educational or entertainment instruments; they can also serve as shopping assistants when connected to Amazon. Voice assistants are already part of the consumer economy, with voice commerce taking in $1.8 billion of sales in 2017 and expected to increase to $40 billion by 2022.   



Any enterprise can take advantage of these voice-enabled technologies by optimizing their company website for voice search. If done properly, voice-enabled technologies offer the possibility to increase customer satisfaction and decrease operational costs.

5. Hybrid Approaches

Many companies are transitioning to a hybrid model of communication. Hybrid approaches involve using machines because of their efficiency, while also employing actual people to interact with customers. Implementing the best of both methods creates a proper balance and overall better customer experience. 


Last year was one of upheaval for large and small businesses alike. To remain competitive moving forward, it is imperative that companies know their customers better than ever and use that knowledge to personalize every interaction possible. At True North Technologies , we strive to keep you informed about the latest tech trends and tips, so if you’re interested in learning more about digital strategies, we encourage you to contact us , browse our blog , or schedule a meeting .

Are You Interested In More?

SCHEDULE A MEETING

Share This Post With Your Friends

Latest Posts

How Digital Marketing ROI Measurement Turns Spend Into Growth

By True North Technologies • September 16, 2026
Discover how measuring digital marketing ROI transforms clicks into booked jobs, new patients, and smarter spending for service businesses.

Digital Advertising for B2C Services Fuels Sustainable Growth

By True North Technologies • September 11, 2026
Discover how digital advertising for B2C services helps healthcare and construction businesses generate qualified leads through targeted campaigns and measurable results.

Why Accurate Business Listings Matter More Than Ever in the Age of AI Search

July 2, 2026
When was the last time you searched for a local business? Chances are you didn't just scroll through a list of websites. Maybe you asked Google for the "best marketing company near me", looked at Google Maps, or even asked an AI assistant like ChatGPT for a recommendation. The way people search for businesses is changing. Traditional search engines are now incorporating AI-generated answers, and more consumers are relying on AI-powered tools to help them make decisions. Because of this shift, having accurate business listings across the web is essential for earning trust with both search engines and AI. If your business information is outdated or inconsistent, you could be missing out on valuable opportunities to be discovered by potential customers. What Are Business Listings? Business listings are online profiles that display key information about your company, including your: Business name Address Phone number Website Hours of operation Services Photos Customer reviews Some of the most well-known business listings include your Google Business Profile, Apple Maps, Bing Places, Yelp, Facebook, and dozens of other online directories. These listings help customers find your business, but they also provide search engines with important signals about your credibility and legitimacy. Why Consistency Matters for Local SEO Search engines want to provide users with accurate, trustworthy information. One of the ways they determine whether a business is reliable is by comparing information across multiple sources. If your business has one phone number on your website, another on Google Business Profile, and outdated hours on another directory, search engines may have less confidence in which information is correct. Keeping your business information consistent across every directory helps: Improve your local search rankings Increase visibility on Google Maps Build trust with potential customers Reduce confusion and missed opportunities Strengthen your overall online presence Even small inconsistencies can affect your local visibility over time. Google also recommends keeping your business information complete and accurate to improve your local presence. According to Google's official guidance , businesses with complete and accurate information are easier for customers to find and are more likely to match relevant local searches. AI Search Is Raising the Bar As AI-powered search becomes more common, consistency matters more than ever. AI search experiences including Google's AI-generated results and AI assistants, compare information from your website, Google Business Profile, online directories, reviews, and other trusted sources to determine which businesses they can confidently recommend. Think of it as a fact-checking process. When your business information is accurate and consistent across the web, it strengthens your credibility and supports both local SEO and AI search visibility. As AI continues to change how people discover businesses, maintaining accurate business listings is becoming an essential part of a successful digital marketing strategy. The Cost of Outdated Listings Many business owners don't realize how quickly outdated listings can impact their business. A wrong phone number could mean missed calls. Old business hours could lead to frustrated customers. An outdated address could send someone to the wrong location. Duplicate listings can confuse both customers and search engines. These issues can create a poor customer experience and weaken the trust that search engines and AI place in your business information. How Listings Sync Pro Makes It Easy Managing business listings manually can be time-consuming, especially if your business information changes. At True North Technologies, our Listings Sync Pro service helps businesses keep their information accurate across dozens of online directories from one central platform. With Listings Sync Pro, you can: Keep your business information consistent across 40+ online directories Update hours, phone numbers, addresses, and website information quickly Improve your local SEO performance Strengthen trust signals for AI-powered search Save time by eliminating manual updates Instead of updating each listing individually, you can manage your online presence more efficiently while helping customers find accurate information wherever they're searching. Build a Stronger Foundation for Local SEO and AI Search Your website is only one piece of your online presence. Search engines and AI-powered platforms look at the bigger picture when deciding which businesses to recommend. By maintaining accurate business listings, keeping your information consistent, and investing in local SEO, you're building a stronger foundation that helps your business stay visible in today's evolving search landscape. Whether someone discovers your business through Google Maps, a traditional search result, or an AI-generated recommendation, accurate information helps create trust before they ever become a customer. As AI search continues to evolve, businesses that prioritize consistent business listings and local SEO today will be better positioned to earn visibility, credibility, and more qualified leads tomorrow. Ready to see how your business is performing online? Request a Free Digital Assessment from True North Technologies, and our team will evaluate your business listings, local SEO, website health, and AI search readiness. We'll identify opportunities to improve your online visibility and provide actionable recommendations to help your business get found by more customers.