Companies need to be thinking about their customers first, at all time.
Everyone knows that good service is a key to keep customers and to control the growth of a company, but it shouldn’t just come from one department.
Here are ideas which you can keep your customers happy and help you make new ones, at the same time.
Communicate Better
Digital marketing enables you to communicate with customers online, in a variety of ways. This opportunity did not exist before. Anyone that wants to remain connected to its clients daily, can now do so through the use of various online tools. That is why marketing took a turn towards communicating, more than selling. Of course, the objective remains the same, but the nature of the content that goes from company to customers is very different than it used to be. However, some managers need help today, in order to better understand digital marketing. Thankfully, there are resources online that can help them to become masterful in the art of communicating their messages to their customer base, or to find new ones. Here is a good example: https://www.12handz.com/.
One of the most important elements, that can make customers life easier, is to provide them with the precise location where they can find what they are looking for. There is nothing that internet users hate more than waste time searching, so don’t hesitate to share on social media all that you believe they might need to help them find the right path. It will pay off in the long run.
Make Yourself Available
One of the dynamics that has changed over the last twenty years, regarding the relationship a company holds with its customers, is the fact that they can come calling at any time, day or night. Therefore, you can never close shop. Someone needs to hold the fort, at all time.
It is possible to keep an employee ready to answer questions 24 hours a day, but that could make this person quite expensive, if he or she only needs to answer a few questions during their shift. There are other solution which are more efficient.
AI ROBOT
Today, you can install a discussion bot on your website that will be able to answer to most queries from your customers. Thanks to artificial intelligence, you can reduce costs while augmenting your capacity to satisfy urgent customers needs. It won’t solve all issues, but someone can always pick-up the conversation in the morning, once all employees are back at work.
CALL CENTRE
You can also think of hiring a call centre to handle communication with your clients, outside your opening hours. That way, you will never miss a call and an opportunity for new sales. However, even they might not be able to fully support your customers, in some instances, and you will still have to pick-up the query in the morning.
Best case scenario is to install a bot that will transfer the request to a call centre, when it cannot satisfy the customer fully. No matter what happens, you will still remain the final contact point.
