The Impact of Digitalization in the Roles of Representatives

The Impact of Digitalization in the Roles of Representatives

The global pandemic that has lasted over a year so far has led many businesses to consider the use of digital platforms to continue their operations. One of the strategies they’ve come up with is to have or hire employees to work remotely with the aid of online channels, which have become possible now more than ever. For this reason, we’ve witnessed how digitalization has significantly influenced the duties and responsibilities of representatives, whether in customer service, sales, or even back-office operations.

In this article, we’ll share with you the impact of digitalization in the roles of representatives, especially in 2021.

The impact of digitalization

Digitalization has become such a gamechanger in the business landscape over the past year. Not only does it make companies more cost-effective and cost-efficient, but it also boosts their customer experience. For this reason, many companies worldwide have considered adapting to the digital transformation.

In fact, 70 percent of companies have set a digital transformation strategy in place, while 21 percent think they’ve already completed such transformation. Also, 40 percent of all technology will go towards digital transformation.

The need for remote representatives

The COVID-19 crisis has compelled many businesses to have their employees incorporate a work-from-home setting. This step is to avoid human contact and stop the spread of the novel coronavirus and keep their business up and running. Otherwise, they’ll be forced to take a temporary hiatus or, worse, end up experiencing a business shutdown.

Today, the challenges are posed on these employees acting as representatives. Not only do they serve as representatives, but most of them also act as the ‘frontliners’ of your business. In customer service, they respond to customers’ queries, work to resolve their issues, and address any concerns. For sales, they continue to reach out to prospects for marketing and promotion of goods or services to keep profit coming in for your business. On the other hand, in the back-office department, they continue to process customers’ orders or fulfill their requests.

How digitalization has augmented the roles of representatives

There’s no denying how digitalization has boosted the roles of representatives across the globe, particularly during this time of a global pandemic. A few years ago, what wasn’t possible has become plausible and feasible in today’s digital era.

It’s a good thing that these representatives are provided with an avenue to continue their work in a remote location. Without these digital platforms, such as websites, social media accounts, and customer management systems, such adaptation wouldn’t be possible at all. It’s apparent how these representatives’ roles are ever-changing and ever-evolving in the world of business, especially looking just a few years ahead.

Ultimately, it shows how digitalization has transformed the modern business landscape and will continue to do so.


At this point, we’ve learned more about the impact of digitalization in the roles of your business’s representatives. If you want your business to survive and thrive in the long run, be sure to consider all the valuable information discussed above. Ultimately, digitalization is the future of business, and it’s safe to say that it has started as early as now!

As a leading digital remote agency in the US, we provide remote customer service reps specializing in sales, customer service, and lead scraping. If you’re looking for virtual sales reps or virtual marketing assistants to support your business during these trying times using digital platforms, book a discovery call with us today!


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