Improving your business’ communication strategy is imperative for two reasons. One, it can help to solve your customers’ problems and concerns in a positive way. Done right, even if you have to go through customer service problem resolution, you still walk away with their loyalty.
Not everyone is perfect, and customers know this, but if you make them feel good about coming forward with their problem, then you increase the chances of them continuing to be a loyal customer with you. Here’s a look at how to improve your communication strategy.
1. Improve Your Communication Channels
Improving your communication channels is essential. Customers will all have their own preference on how to get in touch with you. Some might want to leave comments, others direct messages, and some still will want to get in touch directly through a phone call. You need all of them, and you need to optimize your communication technology to deal with them.
For phone calls, for example, 1800 numbers are the ideal method as not only does it remove a paywall for customers to call you, you can also benefit from call recording, analytics, and more for as little as $5 per month.
You can enjoy fun vanity numbers as well, such as 1-800 FLOWERS and other fun numbers that are easy to remember and work to reflect your brand.
2. Use Communication Portals to Keep Track of Customer Issues Across Channels
Don’t assume that you can easily go through all of your social channels, emails, and phone calls and keep the information and customer complaints in order. Instead, you will want to use smart portals that keep your correspondence in one simple to use interface. This is particularly important when it comes to managing direct messages on multiple social sites, especially as there isn’t a guarantee that all DMs are important. You will get a lot of spam as well as real customer complaints or comments, and sorting through them all is much easier in a communication portal than it is on your phone.
3. Train Employees on Communication Strategies
Everyone who has access to messages or phone calls need to be trained. The fact is, when people call with a problem some will be upset, and many who are upset cannot emotionally hold back. They know that the person they are talking to is not the person that they have a problem with, but their emotions get the better of them. Training is essential to help your employees put a wall of professionalism in front of them so that they can deal with hence situations and guide the conversation to a happy resolution.
4. Make Improvements to Your Business
It isn’t enough to fix a problem for a customer. If there is a weakness or issue in your overall business that has been highlighted via a complaint, you need to make significant steps to improving that business. This is particularly important if you notice that there are several reports of the same issue.
5. Don’t Make Communication Solely for Problem Solving
Finally, remember to not just talk to and communicate with your customers when there is a problem. By keeping in touch with the help of newsletters, discounts, and recommendations you can actually build a positive relationship with them in a more direct, meaningful way.