2020 saw a fast-paced acceleration of technology use among small businesses across all industries. The COVID-19 pandemic struck, and due to stay-at-home and other restrictions that came with it, many companies had to make adjustments on all their operations – and technology was at the helm of what they did.
Now that the COVID-19 pandemic in a majority of countries around the globe seems to worsen, one of the overarching questions you are asking yourself is: what are some of the technology trends that will dominate 2021? Here are some things you should expect:
- Automation Will Go To A Whole New Level
Since its onset, the pandemic forced a wide range of businesses to scale down their operations, and this included sending thousands of employees home. Due to decreased labor and the need to keep things going, many small businesses will embrace workflow automation in 2021. This simply means they will connect applications and other tools so that they can feed each other with required data and perform tasks automatically. Some experts project that in 2021, experts will blend applied technology with multiple advanced tools to automate full processes. This means that most businesses are likely to move from task automation to process-based automation.
- Integrating AI And ML-Driven Chatbots For Customer Support
Huge entities across the globe have already incorporated a conversational user interface (CUI) such as voice assistants and Chatbots to improve their customer service. Due to the demands that have come with the pandemic and the need to survive the harsh market, small businesses are expected to follow suit. AI and ML-driven Chatbots are easy to integrate into a website and are relatively affordable compared to human customer assistants. Additionally, they are not prone to fatigue and can respond to customer queries 24/7. When well used, they can increase customer engagement, web traffic, leads, conversions, and of course, revenue.
- Building A Robust E-Commerce Presence
Small businesses across the world had to build ecommerce sites to sell their goods and/or services when the pandemic hit. However, even if the pandemic is eradicated (We all hope it will) as soon as possible and the social distancing and containment measures are long gone, small businesses will not close their online shops. They are likely to continue expanding their e-commerce endeavors. A recent analysis revealed that businesses that shifted online during the pandemic recorded huge sales on Black Friday in 2020.
In 2021, it is highly expected that small businesses will not only be focused on expanding their physical presence but also enhancing and improving their e-commerce shopping experience. They are likely to add advanced features and tools that will make it easier for their clients to shop whatever they need while adhering to COVID-19 rules set by their local authorities.
- Advancing Remote-Working Tools
When COVID-19 hit and was declared a pandemic by the World Health Organization, many businesses struggled to get their employees to work from home. While this could be a temporary solution for some, it is expected that most, if not all, small businesses have realized they can make huge savings on operation costs by having their employees work from home. This means that even after the pandemic ends, they are unlikely to recall them to their physical workstations. They are highly likely to ensure their staff home workstations have the right tools and technology to keep them effective, efficient, and highly productive.
- Upping The Ante On Mobile
2021 is the perfect time for businesses to treat mobile experience with the seriousness it deserves. Besides, mobile devices now account for more than half of all web traffic, and a majority of people across the world own smartphones. The pandemic has further increased businesses’ reliance on mobile for stakeholder communications, whether for text messaging, video calling, and more. Therefore, having an easy-to-navigate and highly responsive mobile website is something no small business should ignore.
It’s worth mentioning that major search engines, including Google and Bing, are now factoring mobile more in page rankings than ever before. Google, in particular, is swiftly moving to mobile-first indexing – and this means businesses, both big and small, will be more focused on optimizing their sites for mobile in 2021.
- Cybersecurity Will Be A Priority
With the adoption of new technology thanks to the pandemic, there are new concerns that small businesses need to address. Cybercrime is on the rise, and perpetrators are using advanced technology to bypass even the strongest firewalls and other security tools. Since companies are now highly dependent on technology, there is a need for them to prioritize cybersecurity and ensure their customers’ data is protected.
In 2021, small businesses need to educate their employees on the need to guard their systems, especially now that most of them are working from home. Also, they must hire IT professionals to implement robust safety measures that will protect sensitive corporate and client data.
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