Many entrepreneurs have great business ideas and they develop great products, but they still fail. How can something like that happen?
Well, a product is only as good as a business’s ability to communicate its functionalities and benefits to potential customers. Failing to do so will lead to poor results no matter how great a product is.
5 Strategies to Secure Stellar Customer Communication
Not only should a business learn how to talk to its customers to get the information it needs to market the products but it should also be careful about the way this communication is executed.
Keep reading to learn more about some proven tips that can take your customer communication to a whole new level.
LinkedIn is considered one of the most popular social networks in the world today. It has millions of users that are both employers and job-seekers, and a lot of your customers are on LinkedIn too.
The best bit is that LinkedIn can be used to better connect your business to your clients.
Your business page is not only about networking and connecting to other companies but it should also serve the purpose of connecting to customers and engaging in interactions with them.
LinkedIn’s search capability covers the extensive data LinkedIn has gathered from its account holders, covering everything from job postings, recommendations, key leaders at organizations, promotions, title changes, and recent recruits.
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This abundance of data is vital for businesses to conduct sales inquiries or kick things off with a potential new customer.
On top of that, LinkedIn can also be used for brand image improvements and collaboration.
However, it can sometimes be tiresome and dull to add new contacts or check for messages and posts manually, especially if you have more important tasks on your to-do list.
That’s why you should definitely consider giving LinkedIn automation tools a chance.
These tools will save you a lot of time that can be allocated to more meaningful tasks.
Instead of adding new contacts and sending them messages manually, turn to specialized software that can do that for you.
Build a knowledge base
How can a knowledge base improve customer communication?
A knowledge base allows customers to help themselves and makes it easy for them to find what they need on their own.
This applies to common questions and problems, where customers can research more information about a product and even get pre-sales inquiries answered on their own.
A lot of customers prefer self-service for simple tasks to talking to support agents (even through email or social media).
Also, when there is a knowledge base implemented properly, customer service agents have more time to focus on more important tasks. The support team, in turn, gets more time and bandwidth to handle more complex issues that may come up.
A number of customers claim that they like knowledge bases since they get to look and find the needed information right away.
Having a centralized and organized knowledge base allows customers to dig into the details on their own terms and at their own pace.
Therefore, you should definitely think about creating a knowledge base for your business.
And if you want to master this aspect of your website, you should search for and learn the best knowledge base management tactics that will make your KM stand above the rest.
Can you imagine what it feels like when a customer contacts customer support only to receive a response several days later? Surely, the feeling is not very pleasant.
And that is why this practice should be avoided at all costs. Consider proactive customer service and lend people a helping hand in real-time first.
By communicating with clients proactively, your business increases customer loyalty, retention, and satisfaction.
For instance, once a conversation with a customer has been initiated, wouldn’t a live chat feature come in handy? According to stats, 79% of users prefer live chat to email or phone, as it feels convenient and effective.
It would be wise to set up special triggers such as Time on-page or Time before exit intent. These should allow you to figure out the time when to start a conversation and prevent a customer from abandoning the website.
Proactive customer communication adds to engagement, faster data collecting, and improved brand reputation. Consequently, clients are free from frustration, and support agents have more customer service tools to perform their work better.
Finally, try to answer as quickly as possible and bear in mind that the average response time in a live chat is over 2 minutes, so make sure to be faster.
Follow up properly
Customer communication is all about establishing a constant connection with individuals even after a conversation has ended.
To successfully increase customer retention, generate referrals, and boost sales, send great follow-up messages.
However, keep in mind that you should not follow up with clients at all costs all the time. There are various situations when a follow-up is appropriate:
- Follow up with a customer a week or two after a sale. Ask them if they are satisfied or they have any questions, but don’t overdo it, as it can push a client away.
- Reply and react to a negative piece of feedback and ask for more details. This signals that you are willing to do what you can to change the situation for the better.
- Thank a customer for a positive review and kindly ask for referrals.
- Inform about a rolled-out feature a client has mentioned before.
- Note various milestones and anniversaries of your customers and contact them to congratulate them.
To properly improve customer communication, don’t get too excited when sending follow-up messages. Instead, sit down and take some time to think about the recipient and their personal details.
Be sure to check for grammatical errors, find the right form, and push the right content. Bear in mind that every message should add value to customer communication.
Take care of your content
Last but not least, you need to take great care of your content. Content should not be the last thing that pops into your mind when talking about customer engagement and communication.
A whopping 91% of B2B marketers make the most of their content marketing strategy. It’s a practice that is focused on creating and sharing valuable and relevant content.
If your business aims to attract and keep clients, revisiting and improving your business’s blog or social media profile is of the utmost importance.
Aim at creating useful, informative, and action-oriented copy. This is what customers love and appreciate the most. Try to be as creative as possible, and prospects will look forward to reading everything you write about.
If possible, use some interactive materials, add unique images to your blog, ask customers what they think of topics you share, and gather feedback.
Finally, it’s also important to update your articles at a steady pace so that it keeps customers interested. Do not let them feel neglected by failing to share valuable content pieces.
Put these methods to good use, and you shall see the results in no time. Also, keep in mind that every little detail matters when trying to improve customer communication.
So, equip yourself with good strategies and blast away. Be consistent, and everything will play out just the way you want it to.
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