Many businesses have problems with customer communication but don’t have a good sense of how to improve this. This is because many businesses are not equipped with an adequate customer communication apparatus to properly help their customers. With that in mind, here is how you can work to improve your customer communication apparatus.
Improve your toolkit
A business is often only as good as the tools that it uses. As such, a business should make upgrades to its digital toolkit so that it can better keep track of everything that it has going on, including its communication with customers. One way to do this is through the use of customer communication management software. This software allows you to customize and automate all of your customer interactions as well as centralize and systemize all customer communication tasks that you need to perform. This will not only help you improve your customer retention rate, but it will also make customers feel more heard instead of receiving canned generic responses via email.
Continually sell your products or services
A sale does not end once the customer has received their product. Instead, you should think about sales as the continual selling of your products or services to constantly convey your value to your customers. When explaining this, make sure to talk about the problems your products or services solve and how this will directly impact customers in order to validate your customer retention efforts.
This should not only be evident in your customer service communication but also in your marketing efforts, including email, content, and SEO. When stating the value of your products and services, you’ll want to use SEO keywords (although not overuse them). You can also use other methods to sell your products and services, including lead magnets distribution on social media or Google via paid ads, as well as long-form content. This can be used to collect email addresses which can then be followed up with by the sales team. To do this, you’ll want to make sure that everything you create and distribute has strong CTAs and also shows what a customer would be getting from your products and services in clear and precise language.
Prioritize customer feedback
It is important to prioritize customer feedback when dealing with a customer communication issues. When building a customer communication apparatus, it is important to listen to what your customers are saying about you, both online and offline. For online reputation management, you should consider using a social listening tool to see what people are saying about you. Social listening is important, and it allows you to get an understanding of how people perceive you online and gives you the data and bandwidth to proactively respond or change based on the content of the comments.
To prioritize customer feedback, you’ll also want to always follow up with customers. When they receive service or a product, it is important to send an email thanking them and seeing if there is anything you could improve upon. You’ll also want to proactively follow up with any customer service complaints to make sure that the issue was resolved to the customer’s satisfaction.