The present and future are clear: we need to be flexible, ready to listen - whatever the channel
Communicating through multiple channels:
Voice, SMS, Email, Webchat
In our age of immediacy and multiple methods of communication, it is essential for every business to be aware of the preferred method of communication - for their staff, customers and prospects. The older generations may prefer to engage in conversation on the phone, whereas the younger generation have become so used to managing information exchange by messaging/chat.
The present and future are clear: we need to be flexible, ready to listen - whatever the channel.
The customer demands flexibility;
we can provide it
Customers may want to research a product or service themselves; the website, as your shop window needs to have fast and clear functionality to make that ‘fact find’ as useful as possible.
What of proactive or reactive webchat? While navigating your site, a customer has general questions – they have chosen to view your site when it’s convenient to them, so as a product or service provider we should all be ready to respond, right? If not you, who? If not now, when? If a customer wants to interact and we’re unable to match their preferred method there is a strong likelihood that they will find an alternative supplier...
It may be that, as more knowledge is gleaned, the customer may desire a conversation by phone to satisfy any information gaps. A “call me now” button enables the customer to log their details for a call when it is convenient for them..
An order placed on the web needs to be confirmed: should you send an email or a text? Why not ask the customer which they prefer and communicate in that way? Managing customer communications by privileging customer choice has to be the way forward for any business wanting to be customer centric.
Using SMS to track an order to keep the customer up to date with order progress is non-intrusive and is a cost effective way of keeping the customer up to date.
Social media can be a great source of information on your prospects but can also help generate leads and sales. Find out where your targets markets are, where they are having conversations; go there and start to join in the conversations and share useful information; start to develop relationships that can turn into leads.
What of aftercare? Once a delivery has been completed, a further communication can confirm the completion of the order process, and to close off the transaction, it is helpful to request feedback from the customer - something that can also be delivered by email/phone or SMS. .