Developing a solid customer communication strategy has become more critical now more than ever. Businesses have to come up with creative solutions to address customer needs at a time of social distancing.
For this reason, it’s crucial to understand how to communicate with your customers effectively. If that’s precisely your goal, this blog is for you.
Learn powerful hacks on how to improve customer communication and tools you can use to get started.
What is Customer Communication?
Before we proceed, let’s first define what customer communication is.
Customer communication refers to the record of any communication between an enterprise and its customers across a wide media range.
Common channels include phone calls, text messages, emails, and written correspondence.
Although today, businesses can also communicate with their customers via more advanced technologies like chatbots and social media.
Why is Customer Communication Important?
You may be wondering what makes customer communication so important. Here’s why: Regular and effective customer communication is key to lasting success.
Your clients should feel you value them and their opinion. Allowing them to share their feedback and make suggestions helps you to connect with them on a deeper level.
Letting them know what actions you’re taking to enhance their experience further boosts your ties with them. Simply put, good communication works both ways.
This is why it’s essential to empower your support team and all your customer-facing staff.
Regardless of the platform through which your staff communicates with your clients, the goal remains the same. The entire team should do it with your business success in mind.
10 Powerful Hacks to Improve Customer Communication
Now that you know how crucial customer communication is to your bottom line, it’s time to learn some actionable tips. Take a look at these insightful hacks to interact with your customers more effectively.
1. Use the right tools
Even if you have the most exciting update or an irresistible promo, it’ll be pointless if your message won’t reach your customers. And it’s similarly frustrating for your business to not receive feedback from them.
This is why it’s crucial to choose the right tools. Getting your message across and receiving responses in return are foundations for effective communication.
Statistics even back this up, showing that consumers prefer two-way, conversational text messaging. Three out of four customers get disappointed if they can’t respond to an automated message.
Fortunately, text solutions like two-way SMS enable you to send and receive messages from your customers. By setting up dynamic responses, you can easily understand what your customers need and cater to them.
2. Be proactive
You’ve probably experienced waiting too long for a service rep to provide you feedback for your concerns. It wasn’t pleasing, was it?
You wouldn’t want your customers to feel the same, so it’s important to be proactive. Customer service tools like help desk and live chat allow you to lend a helping hand in real-time.
Remember that speed matters, so you should try your best to respond as quickly as possible. Proactive communication works wonders in boosting customer engagement and brand reputation, so strive to be dynamic all the time.
3. Speak your customers’ language
Keep in mind that your customers are no experts in your field. They need to know how to maximize your products and services through relatable language.
To do that, you need to train your employees to become knowledgeable about your offerings and speak your customers’ language. When your customers find it easy to understand your support staff, they’ll likely engage with your business more often.
You can consider placing widgets that redirect visitors to dedicated specialists to address issues much quicker in your website. Prompt and professional customer service and support increase the possibility of a sale.
4. Automate your customer support
People are leading busy lifestyles these days, so find a way to make communication more convenient for your customers.
One way to do this is to automate your customer service. You can create a knowledge base and use canned responses for your website’s live chat support.
That, or install an AI-powered chatbot to address common questions more quickly. Such tools can help you save time, increasing your team’s productivity and allowing them to focus on more critical tasks.
5. Talk positively
Addressing customer complaints can get stressful, but arguing will only make things worse. Using positive language will help ease the stress and tension from the situation.
Remember: words have a powerful impact on building relationships. These simple but positive sentences can make a huge difference when handling customer complaints:
- How may I help you today?
- Could you please elaborate on this?
- Our team will work fast to address your concern.
Using easy-to-understand terms for explaining the technical sides of a service or product will also go a long way. In a nutshell, have a friendly attitude, listen intently, and offer as much help as you could.
6. Gather customer feedback
If you want to know whether your communication strategy is working, get feedback straight from your audience. Gathering reviews will help you understand your strengths and discover room for improvement.
Let your customers know that your business is open to suggestions by launching a survey. You can send this via email or text message using an SMS poll.
Ask your customers to rate how your support team handled their concerns on a scale of 1-10. This will help you understand how well your customer communication is working in terms of addressing issues.
Here’s a tip: Consider third-party providers like Mobile360 to ensure your SMS polls are sent and monitored efficiently.
7. Create valuable and relevant content
The saying “content is king” still holds true. Content plays a crucial role in communicating and engaging with your customers across all your channels.
Here’s what you can do: Fine-tune your blog and social media content. Customers appreciate informative, helpful, and action-oriented copies, so try to infuse a little fun and creativity.
Spur things up by adding powerful visuals and let your customers share what they want to read next. By updating your article base regularly, you can also keep your customers interested and encourage them to return for more.
8. Leverage personalization
Personalization paves the way for improved brand trust. Using your client’s name in all communications will show you recognize and value them.
It’s also important to note that your clients need to feel they are talking to an actual human who can understand them. Make your support agents use their name and a profile picture when attending to customers in a live chat.
Leverage personalization in all your communication channels as much as possible. Tools like Hubspot allow you to tailor-fit your communications based on where your clients are in the customer journey.
9. Promote healthy internal communications
It’s impossible to enhance your customer communication without establishing a solid interaction within your team.
As in anything, it’s essential to start from within. You need to ensure that internal team members are aligned, and the atmosphere remains friendly.
Let your customer support representatives discuss technical issues with your developer team. Make sure everyone knows who is in charge of specific functions to exchange information more seamlessly.
10. Leave them wanting more
While you should strive to always have informative conversations, make sure to keep them at an appropriate length.
Customers don’t need long lectures on the subject. A short, to-the-point and helpful response is enough.
Do your best to engage your customers while you’re at it so they will want to hear more from you.
Improving your customer communication is a journey, and every detail matters. From the manner by which you shape your conversations to the tools you use, everything can make a huge impact.
In a nutshell, assess your customers’ pain points and address them to the best of your ability. Gather feedback and provide realistic solutions to keep your customers happy and satisfied.
Are you seeking to improve your customer communication? Check out Mobile360’s SMS solutions to find out how you can leverage text messaging for communicating effectively.