Communicating with your clients is important. Customers tend to acknowledge the efforts of the brands that are willing to communicate with them to know feedback and queries. However, customer support is the reason why companies can communicate effectively with clients.
Customer support is a medium that lets clients share their queries, and feedback, and relate an incident with the brand. It gives an effective insight into customer experiences, making it easier to progress in the market whilst addressing client demands.
When speaking of communication, customer support can use different means of communicating with clients. These methods have proven to be useful for several organizations and can be useful for addressing issues and handling queries on multiple channels easily. So, let’s take a look at these ways now:
1. Phone Number
Allowing customers to contact your support directly makes it easier for them to share issue details or relevant queries. It also makes it easier for companies to know what the problems of their potential clients are by acquiring information firsthand.
But effective measures should be taken for handling the massive response rate of the customers. For instance, AT&T is one of the well-known internet companies in the US market. Customers can use the AT&T phone number and will find a representative to respond to them 24/7.
This amount response rate needs high-end innovation in terms of employee count, automated systems, and professional workability. All of these functioning together make it easier to handle the customer query burden whilst ensuring that everyone is entertained with a personalized experience.
Emails are regarded as one of the most effective and professional methods of communication with clients and companies. It makes communication legit, giving a record of the conversation as well as illustrating the importance of certain queries and responses.
In addition, emails are more widely used between B2B channels since it makes communication professional. Moreover, sometimes the clients are residing in different time zones, and contacting support at such hours will not be effective.
Even though acquiring responses in this channel will take time, still, it makes it feasible for both mediums to communicate seamlessly. On the other hand, emails make it easier for customers to know whether or not the respective brand is catering to their needs.
It also makes it easier to register complaints and receive relevant responses. Using the reference of the emails, communication can be made seamless without any of the parties losing the track of the conversation.
Plus, the clients can also input a thorough explanation of what issues they’re facing. This makes it easier for them to register complaints about everything since in most cases they forget what else to mention while talking to the representative.
3. Live Chats
Another mode of communication mostly used by brands for customers visiting their websites is live chats. Live chats are almost similar to live calls since it allows communicating with a representative via chat.
The good reason why live chats are a good medium of communication is that it allows both customers and the representatives to benefit at a certain level. For representatives, providing clients with solutions is easier since they don’t have to respond in real-time as in the case of a live call.
On the other hand, customers benefit from the perk of an email, writing down the entire information of the problem without having to miss anything. In other words, it combines utilizes the drawback of a live call and the benefits of an email to its advantage.
The reason why it’s not used is that sometimes clients aren’t able to input information about what problem they’re facing. In addition to this, some websites often use Chatbots embedded in live chats.
These chatbots provide a customized but non-personalized experience to the customers, which can frustrate them. Sometimes the solutions offered by chatbots aren’t what the customers are looking for and the options don’t mention what problem the customer is facing.
4. Social Media
Social media is a great tool, especially for all digital businesses. In today’s world, not going digital is a disadvantage since customers don’t trust companies that don’t have a digital presence.
That is why companies need to go digital since it makes it easier for them to contact and communicate with clients, giving a trustworthy experience. Speaking of communication, social media makes a great medium for this purpose.
From posting promotional offers to responding to DMS and asking for suggestions from the public, brands get a wide range of options that they can use to communicate with clients. In addition to this, the companies can also post news regarding anything, which makes it easier to communicate with a wide range of customer pool, better than other methods.
It’s a powerful medium especially when it comes to addressing a bigger number of customers online. It also makes it easier to embed different tools such as chatbots, self-service options, etc. Embedding different options will make it easier for representatives to limit a certain number of queries whilst addressing only those that aren’t able to make their way to any solutions.
Opening different mediums for communicating with clients is a good way of establishing loyalty. It makes it easier for customers to reach out and share what they’re facing. In addition, brands can acquire certain insights from customer experiences that’ll make it easier for them to improve their workability and performance in terms of the products and services they offer.