Customer communication is one of the most vital aspects of any business, and it’s especially true in today’s world where a customer is a king! Customer communication is highly critical, so much so that around 64% of individuals think that they recommend a product or brand to others based on the quality of communication they receive. It’s needless to say that all businesses strive hard to offer the best-quality customer communication, yet 88% of them are not satisfied with managing customer communication across the customer journey.
What Is Customer Communication Management?
Customer Communications Management refers to an organization’s inbound and outbound customer communication strategy. It encompasses live interaction and digital communication. While live interaction consists of in-person communication or a phone call, digital interaction refers to written outbound communications, including invoices, email communication, and more.
The significance of customer communication lies in the enormous business benefits it offers.
Benefits of automating Customer Communications
Excellent customer communication can help your organization by giving you an edge over other businesses in many ways.
Enhances Customer Retention
Regular customer communication gives your customers an insight into your work and builds their trust in your brand and organization. In today’s constantly changing marketplace, frequent customer interactions result in your customers being more inclined to stay with your company in the testing times.
Helps You Offer Customized Services and Products
Bidirectional communication with customers helps you improve and customize your services and products to suit your individual customer’s specific needs, resulting in added customer satisfaction.
Helps You Enhance Your Products and Services
While feedback can be constructive in improving your services to individual consumers, it can also offer you insight into the needs and demands of a large proportion of customers by giving you innovative ideas to improve your products and services.
Enhances Brand Reputation and Popularity
Excellent customer services go a long way to build trust, liking, and loyalty among customers for your brand and company, offering increased upscaling and cross-selling opportunities. According to statistics, the probability of selling to a new prospect is 5-20% against selling to an existing customer, which is 60-70%. Further, existing customers are 31% more likely to spend and 50% more likely to try new products than new customers. Additionally, your customers are more likely to recommend your products and services in their circle, creating new customer acquisition opportunities.
How to Bring Your Customer Communication to Life?
With so many advantages to its credit, it’s not surprising for businesses to strive for customer communication finesse. Here are some of the tips on how you can aim to master this much-needed business skill.
Promote Proactive Communication
Be proactive than reactive in your customer communication. Besides offering individuals a helping hand in real-time, proactive communication can help you minimize losing clients over long waiting times. Further, it will increase customer loyalty, satisfaction, and retention. An interactive chatbot can help you achieve this.
Leverage In-app Messages
In-app messages are a great way to keep your customers updated with your company’s current events. You can send them manually or trigger them as real-time personalized messages based on your customer interaction. Your messages should appear more natural than sound like marketing texts. You can also avail of in-app notifications for critical processes and events, such as new user onboarding.
Complement Your Communication with Regular Follow-ups
Successful customer communication mandates constant connection with your consumers even after the end of a conversation. Use follow-up email communication to generate referrals, increase customer retention, and boost sales conversion. You can send follow-up emails to
- Inform about the newly incorporated feature at the client’s request.
- Check about the client satisfaction, queries, and grievances.
- Thank a customer for positive feedback and ask for referrals.
- Ask the details and expectations to work on negative feedback.
- Contact your customers on anniversaries and specific milestones.
Make It Personalized
In this digital transformation era, personalized communication builds client trust by making the clients feel special and valued. A support rep can enrich this trust further by making the client feel that they are talking to someone who is ever-ready to cater to their needs. The customer support agents should use their and the client’s names in the communication and show their profile pictures in the live chat.
Positive Language Goes a Long Way
Avoid negative words and use positivity to remove the stress. E.g., instead of saying “Don’t click the red button,” the service rep can say, “The green button is what you need.” Killer phrases such as “Calm down,” “Yes, but….”, or “You don’t understand” are complete no-goes. On the other hand, some simple phrases such as “Absolutely!”, “Definitely!”, “How may I help you?”, “We will do our best” “Could you please clarify?” can do wonders.
Polish Your Content to Make It Shine
Around 91% of B2B marketers use a content marketing strategy. Fine-tuning your company’s social media account or blogs is imperative to attract and retain customers. Adding interactive materials, asking for customer feedback on the content and choice of topics, and updating your content base at a steady pace can keep your customers effectively engaged.
Do Not Forget to Collect Customer Feedback
Customer feedback gives you insights into what your customers perceive about your brand. It not only opens up conversation with your consumers but also is fundamental in building long-term relationships. Some of the effective ways to collect your customer feedback are tracking your social media mentions, sending clients a large-scale survey via email, working and incorporating the requested feature requests, and adding a built-in customer feedback widget to your website.
Pay close attention to the vital metrics, including average response time, customer satisfaction, resolution time, and first response time, which can offer you an insight into where your current customer communication stands.
Digitize and Automate Your Customer Service
Digitized and automated customer service is one of the best ways to communicate with your customers efficiently. Create a helpful knowledge base, implement an AI-powered, real-time chatbot, or use canned responses in a live chat. Customer communication automation can also help your customers seek solutions at their pace and offer support experts to focus on complex issues.
With the unprecedented digital revolution, today’s average customer uses ten different communication channels to contact a company. Some of the standard options are email, chatbots, live chats, phone, SMS, web pages, and social media. With so many options at their disposal, businesses can make the most out of their communication strategy by using omnichannel communications.
Quick TAT Is the Key
Today’s customers don’t like to wait. Statistics suggest that 90% of the consumers expect an immediate response to their customer service query, with 60% defining “immediate” as 10 minutes or less. A quick turnaround time (TAT) can help your business stand out from the rest.
Invest in Right Technologies
Right technology investment can help enhance profitability and customer and employee retention. For efficient customer communication, your staff needs information at their fingertips, demanding cloud services and integrations for a satisfactory client experience. Similarly, a unified communication dashboard can facilitate quick information access and convenience by providing a single place for all customer conversations. An all-encompassing solution like a Customer Communication Management system (CCM software) can help you maximize the benefits of effective customer communication.
How CCM Platform Can Help You to Boost Your Business Communication
A CCM solution can help you digitize and automate your customer communication across all media, including print, email, web pages, and messages. Besides offering an omnichannel communication strategy, CCM tools group customer communication tasks under a single, intuitive, and sleek user interface with on-premises and cloud-based solutions.
A CCM platform enables you to send real-time ad-hoc and interactive communication to your customers quickly. With the ability to customize and automate business correspondence and facilitate personalized communications, CCM solutions help you gain tremendous business efficiencies coupled with customer loyalty, retention, and satisfaction.
With its various in-built features, FCI’s CCM solution helps you take your customer communication experience to the next level. FCI’s CCM platform –
- Facilitates omnichannel batch, ad-hoc and on-demand communications
- Is a centralized CCM solution that works across the customer journey
- Supports multilingual, real-time communication
- Supports bidirectional and hyper-personalized communication with instant responses
- Offers regulation-compliant communication
- Provide multiple touchpoints – Statements & forms, transactional communication, print and pdf statements, campaigns and mailers, mobile and web content
- Provides visually enriched templates with graphs, images, and more
- Supports REST API integration and configurable input
FCI’s future-ready CCM solution provides enhanced customer experience, customer engagement, improved efficiency, and enhanced revenue potential. For more information on how our CCM can bring your communication to life, contact us today.