Communication between employees is vital in business and you can’t run a successful company without it. Communication with your customers is equally important but companies often don’t put enough effort into it. Building a good rapport with your customers is one of the best ways to keep them coming back. You also need to be readily available for customers if they have any problems, so you can solve them quickly and efficiently. If you don’t, you’ll end up with a lot of bad feedback that can lose you a lot of business. If you think that you aren’t communicating with your customers properly, here are some simple ways to improve that.
Don’t Neglect The Phone
There are all sorts of new technologies like email or live chat services that companies use to open channels of communication with their customers. They’re great and they can be incredibly convenient for a lot of people, but that doesn’t mean you should neglect traditional channels like the phone. Some companies are trying to cut back on spending by getting rid of phone operators and using more of the new challenges. The problem is, a lot of customers would still rather just speak to somebody on the phone. If you don’t have a proper business phone number, you need to get a 1300 number. What is a 1300 number? They’re a phone line that customers can use to get through to your business before being directed to the right department, rather than having to remember lots of different numbers. Get yourself a 1300 number that customers can call and make sure you’ve got plenty of friendly operators to answer it. You should also steer clear of automated phone menus because they just frustrate customers.
Be Available 24/7
While the phone is great and you need to have a good line for customers, it does have some drawbacks. You can’t have people there to answer it at all times, which is a bit of a pain for some customers if they don’t have time to get in touch when your phone lines are open. Making yourself available 24/7 is the best way to improve your customer service. This is where email and particularly online chat services come in. You can hire freelancers from around the globe so you’ve always got somebody available to answer customer queries.
Test Your Own Company
The best way to work out whether your communication channels are working properly is to test them. In the same way that a retail store might employ a mystery shopper, you should have people call up your customer service line and send messages to the live chat to see what the response is like. Measure how long people are waiting for a reply, how the operators interact with them and how easy it is to get a solution to your problem. It’ll help you to identify any communication problems and fix them before they damage your reputation.
If you can improve communication between your business and your customers, you give them a better experience and ensure that they come back time and time again.