Strong and effective customer communication is key to running a successful business. When customers feel that they can reach you and you can reach out to them easily and in a variety of ways, it is going to give you an edge over the competition. Technology must be embraced for customer communication if you are going to stay on top in this digital era, and it simply needs to be a priority for your company. Here we discuss 4 ways to improve customer communication for your business.
Text messaging is an excellent way to get word out to customers and keep them informed about current happenings in your business. One example is if they have an appointment with you that needs to be cancelled due to an unforeseen circumstance. The customer will get the message quickly via text, and can get back to you to reschedule in a timely manner. It is also a great way to keep them updated if you have a power outage or something that affects them or their business.
Switch to VoIP
Voice over Internet Protocol is a technology that delivers your voice communications over the Internet. It comes with many advantages and features that will improve customer communication. Your calls will be perceived locally, even if you are answering them remotely from halfway across the country. Calls can be routed based on hours of operation so that you offer round-the-clock service.
VoIP allows you to return customer phone calls that have reached voicemail quite easily, with functions like voicemail-to-email that alert you to calls immediately. Automatic call forwarding can direct a customer to an employee that is best suited to take the call, and it will reach their smartphone, desktop, laptop or tablet so they get the call the first time.
Use Social Media
Most people are using some form of social media today, whether it’s Twitter, Facebook, Instagram or all of the above and more. Use these sites to serve your customer base. You can get out the word about new products and sales, but don’t limit it to promotions. Social media is a great way to put out information, images and related links that your followers may be interested in. Be sure to keep up on your sites because when a customer sees a Facebook page that has not been used for quite some time, it gives the impression that you don’t care enough to communicate with your customers.
Make Communication a Priority
Before you can get started with any of these suggestions, you have to commit to quality customer communication within your business. Take the time to make sure that you and your employees are all on the same page. The first step can be to create communication guidelines for your company, such as, all emails and calls must be returned within 24 hours, and that you regularly follow-up with customers to make sure they are satisfied. It is important that you involve your staff in creating these guidelines, because they will be more likely to put in the effort to help your customers on a daily basis if involved in the process.