Communication Channels And When You Should Use Them

Written By Bicom Systems Team

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Communication channels are the way you share information with your audience. There are many channels to choose from, and it can be difficult to know which is best for your business. Before deciding on a specific communication channel, you must consider your audience, content, and the context of the message. On top of that, if it is formal, informal, for internal or external use.

It can be hard to know what to use and when with so much to consider.  If you are a Unified Communications Service Provider (UCSP) reading this, it might come in handy to learn yourself what different channels are available. When you sell a solution to your customer, you can hit on the pain points they are experiencing. If internal communication amongst employees is a problem, outline the benefits of using a chat function. If your customer is looking for ways to reach a broad audience, you may suggest adding an SMS feature. When you understand your customer’s pain points, you can deliver a solution with the best communication channels to fit their needs. 

As software manufacturers of telecommunication solutions, we know a thing or two about proper communication. This blog post will explore the most common communication channels used in business and share the best methods to deliver constructive communication. 

E-Mail for CommunicationE-Mail
Internal and External
Informal and Formal 

E-Mail is the most common communication channel because it is free, quick, easy to use, and allows for large attachments. Even though there are many rumors and speculations that e-mail is dying, this channel remains extremely effective for communicating internally and externally. 


E-Mail is best for:

  • Important documents like contracts and presentations
  • Company updates like newsletters and office maintenance
  • Information that needs saving in an easily accessible thread 

As a telecommunications provider, it is best to use e-mail to keep in contact with inbound and outbound leads. The conversation thread will never get lost, and you can easily attach product brochures, links, and CC additional contacts. 

E-Mail is not best for: 

  • Quick questions or short replies like ‘thank you’ or ‘no problem’
  • Time-sensitive matters
  • Long or overly complicated questions

SMS for Business as a Communication Channel

Text Messaging

Texting is one of the fastest communication channels out there. Our SMS partner, Telynx, says, “With an average 99% open rate, text messaging is the easiest way to get in front of your customers.” Businesses should be honored to have the personal mobile numbers of their customers and ensure not to abuse the privilege of sending spam messages. 

Text Messaging is best for: 

  • Sending promotions or reminders
  • Short-form content 
  • Messages during business hours

As a reseller, you can extend your global reach and text any SMS-enabled number. Show customers how easy it is to promote messages that include links to landing pages on a significantly high open rate channel. 

Text Messaging is not best for:

  • Important or confidential  information
  • Late night or early morning messages
  • Spam-messaging

Communication-Channels-[IM]Instant Messaging 

Instant Messaging, also known as Chat, is one of the most efficient ways to communicate in a workplace. Coworkers can stay in constant contact with one another as messages appear immediately on their screens. Chat functions allow users to send and receive notifications individually or in a group. Users can send files, images, emojis, and pin important messages. 


Instant Messaging is best for:

  • Brief, short messages
  • Casual conversation to get to know each other
  • Discussing time-sensitive topics

Although instant messaging is beneficial for any size company, it is a vital feature to mention if targeting a Contact Center. Agents, supervisors, and team members can communicate swiftly or in a group chat. Instant messaging is great for building relationships, collaborating, and quick communication with team members. 

Instant Messaging is not best for: 

  • Contacting someone outside working hours
  • Sensitive or confidential information
  • Professional conversations

Video Conferencing Solutions

Video Conference

Video Conference is something we all know too well. During the height of the COVID-19 pandemic, there was a time when almost every industry heavily relied on video conferencing solutions. Video conferences are a great way to stay connected and continue ‘business as usual’ for scheduled or impromptu meetings. 

Video Conference is best for:

  • Interviews
  • Team Meetings
  • Presentations and Demos

If you are a UCSP in 2022 and do not offer video conferencing, there is a problem. Virtual meetings are keeping hybrid and remote teams together. Showcase the benefits of video conferences and the additional features like screen share, chat, and recording. 

Video Conference is not best for: 

  • Building personal relationships 
  • Quick responses that don’t require a conversation
  • Working in a busy environment (IE: Coffee Shop)

Informal/ Formal

To ensure good communication between employees and customers, you must have an efficient telephone system. Telephony solutions like VoIP give users the flexibility when choosing an endpoint to work with. Endpoints like softphones, desk phones, mobiles, computers, etc. Telephone conversations are a faster way to interact than e-mail or chat, and they are much more personal and provide effortless communication. 

Telephone is best for:

  • Building rapport and relationships
  • When you anticipate a lot of questions
  • Immediate responses 

There are many reasons you can mention to your customers why they need an IP PBX phone system. A PBX is a telephone system dedicated to establishing internal calls within the company walls and outside. Not only will selling VoIP increase the value of your business, but it also has major cost benefits for your customers. 

Telephone is not best for:  

  • Conversations where both parties are reviewing documents or presentations
  • Conflict resolution with multiple parties
  • Connecting with different time zones 

Communication has significantly changed over the years and the channels you can take to reach someone are endless. We mentioned a few of the more popular options above, but if you ask many individuals their preferred channel, you’ll most likely receive different answers for all.  

In 2022, you can reach someone across the globe from your fingertips. What is your preferred communication channel? Let us know in the comments!

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