Top 10 Forms of Digital Communication in SMEs

Small and medium-sized enterprises (SMEs) find themselves depending on the use of digital communication in order to remain competitive and productive in the current business environment. As several new technologies are already at work within most SMEs, there is a variety of means to get in touch with clients, partners, and employees.

What is VoIP and How Can it Benefit Businesses?

VoIP (Voice over Internet Protocol) is a form of digital communication, that allows companies to maintain streamless calling. Businesses will need to ensure a reliable internet connection to receive calls with a VoIP phone system. For UK SMEs, VoIP offers several advantages, including lower costs, enhanced flexibility, and scalability. VoIP systems can integrate with CRM tools, allow remote work, and often include features such as video conferencing, voicemail, and call forwarding, making it a comprehensive solution for modern communication needs.

10 Common Forms of VoIP / Digital Communication in SMEs

Most, if not all small to medium-sized businesses across the UK are likely using a form of digital communication in their everyday tasks, from emails, video calls, customer service and many more. Here we list 10 common forms of digital communication in SMEs:

1. Email Communication

Email continues to be the most popular form of digital communication among SMEs. Internal communication as well as reaching out to customers is addressed through e-mails. Through automated systems, SMEs can also send targeted advertisements, product information, and even newsletters to prospects or existing clients.

Apart from marketing purposes, email serves a critical role in the organisation as it facilitates contact and exchange of documents, reports or any other vital information.

2. Social Media Platforms

Social networks enable SMEs to promote their goods and services, work more closely with clients, and also promote a community for their products or services. Facebook, LinkedIn, Twitter, and Instagram allow SMEs to publish content, run advertising campaigns, and communicate with subscribers in a dynamic environment.

Social media marketing is dynamic and highly effective, especially for small businesses due to its low costs.

3. Instant Messaging (IM)

Small and medium-sized enterprises communicate and collaborate with employees and clients via IM applications such as WhatsApp, Facebook Messenger, or Slack. These tools are useful for teamwork inside an organisation as well as customer relations. Many IM sites also help SMEs provide speedy resolution to customer issues, address complaints, and update customers on the company’s products or services, thus increasing customer satisfaction.

4. Voice Over Internet Protocol (VoIP)

VoIP enables voice calls using the internet instead of wireless or wired phone service. For small and medium-sized enterprises, VoIP service providers like Zoom, Skype and Google Voice provide cheap and flexible choices of calling or receiving calls. VoIP includes others such as call forwarding, voicemail, video conferencing, and many others which enable this option for communication regardless of the business size.

5. Video Conferencing

Video conferencing has been embraced by many SMEs, and it has especially become widely accepted for those who work from home or remotely. Zoom, Microsoft Teams, Google Meet, etc. are used by organisations to run events such as video conferences and webinars.

This type of communication helps save time, decreases expenses for trips and people can work in teams regardless of their geographical placement. Video conferencing is equally effective during client sessions or presentations to enhance the collaborative experience.

6. Cloud-Based Collaboration Tools

Cloud-based collaboration tools, such as Google Workspace and Microsoft 365, are indispensable for SMEs that require a seamless way to share and edit documents in real-time. These tools enable teams to work collaboratively on projects from different locations, ensuring that all documents are updated and accessible. Cloud tools are not only convenient but also secure, reducing the risk of data loss.

7. Company Websites

The company website represents the main form of digital communications for SMEs allowing clients and partners to access information.

It has been established that a good corporate website actively participates in shaping the ideals of the corporate brand, presenting the available products or services and the necessary physical contacts. More informative corporate websites are developed and many, if not all, of the SMEs engage in e-commerce whereby a visitor can purchase an item, schedule an appointment, or interact with customers via online chat.

8. Chatbots and AI Assistants

The use of chatbots, as well as the use of AI assistants, is very actively practised by SMEs in the field of providing customer service and support. These applications can answer frequently asked questions, recommend products, and help customers make purchases. By employing chatbots, SMEs save on the time needed to answer customer queries while enhancing the customers’ experience as employees are able to carry out more advanced duties.

9. SMS Messaging

As for messages, text messaging is an easy form of communication for an SME to convey information to customers, it is particularly sufficient for sending reminders, and promotional or service update messages. Even though users are less responsive to unsolicited advertising, many businesses are unable to take advantage of SMS marketing, as they will take this opportunity to notify customers about special deals or any other important messages. 

10. Intranet and Internal Communication Platforms

Communication activities can be handled well using the internal platforms of most SMEs. Such tools include SharePoint, Slack and Microsoft Teams, helping businesses stay connected and foster collaboration.