Communication is essential in any aspect of life, and it’s the heart of human interaction. It can either make or break a business, making it crucial for companies to master, especially online since more consumers rely on the internet for their research. Communicating efficiently with clients can lead to increased sales, repeat referrals, and customer retention.
There are many ways you can stay connected with your customers online, and here are practical tips you can apply right away for your brand.
Add Live Chat To Your Website
Whether you’re developing or upgrading an online job portal or running a food delivery website, it’s best to have a live chat feature. In fact, 41% of consumers claim they prefer using live chat to communicate with companies. In addition, this communication method has the highest satisfaction levels of any customer service channel, allowing people to contact you instantly. Chatbot and Intercom are great live chat software options.
Practice Social Media Messaging
Social messaging allows potential customers and existing customers to companies effortlessly. It’s best to have assigned personnel answering all social media messages and comments, but you can also opt for automated processes like a chatbot. When determining how to respond to messages, encourage your employees to stick to your company’s voice, ensuring consistency.
Modern Phone Technology
Advancements in phone technology enable you to use automated menus to answer customer questions and ensure they’re going to reach the right person to address their issues in your organization. This technology helps you connect with numerous customers in the least amount of time. Other advancements involve callback technology that saves your clients from sitting on hold for too long and tell them you’ll be able to call them back as soon as possible when you have an available representative.
Incorporate a Two-Way Communication Channel
Ensure your business uses an online platform where you and your clients can exchange dialogue conveniently. For instance, on Twitter, clients can tweet their concerns and get replies in the same thread. Other excellent platforms to try are WhatsApp and Facebook Messenger, providing the ideal space for open and consistent two-way communication between businesses and their clients.
Monitor and Respond to Positive and Negative Reviews
While you may have full control over the content posted on your website, you won’t have control over what other people might say about your company online. The most likely platforms people will be talking about your business is on review websites like Yelp. If you’re aware that your business is listed on these sites, you’ll need to monitor them regularly and respond to both positive and negative feedback, addressing their concerns. Although this can be a time-consuming task, it’s crucial for your brand.
When receiving negative reviews, maintain professionalism, apologize for any bad experience, and request they contact you through your preferred channel to rectify their issues.
Create and Moderate an Online Forum
Besides attracting prospects, online forums improve customer relations, improve engagement and loyalty, meet ‘brand ambassadors’ willing to promote your brand, and position your brand as an expert in the sector.
The best places to open online forums and communicate with clients are:
- Facebook — Anyone can easily create a group on this massive social media platform for free, giving you a chance for more ‘one-on-one’ communication with clients.
- Slack — This platform offers more features than Facebook and integrates with several services, including Google Docs, CRMs, and other software.
To provide quality customer support and consistent communication with your customers on different communication channels, ensure to develop an action plan following the methods mentioned — for smoother communication and improved engagement.