For these managers, texting and calling on personal devices, along with WhatsApp, were the most reliable methods of communicating internally during the crisis. Only 27% relied on email, compared to 90% of head office leaders.
The key difference seems to be that frontline managers are a lot less concerned with using more ‘formal’ means of communication. They value speed and responsiveness above all. Not to mention that their teams may not even have access to an email address.
Why does this all matter?
Frontline managers are a critical link between the frontline and HQ, and also between the customer and the organization. They are the ones that possess the skills and insights that will enable businesses to respond faster to rapidly evolving customer expectations and behaviors. Choosing a secure solution that connects your frontline will be one of the most important decisions you’ll make.