There are many things your business should be doing for your customers to make sure they are happy with your service and that they keep coming back. There are a million different strategies for reaching out to them and interacting with them. But one of the most important things you can do is to make sure you are easy to contact. Customers want to be able to reach you in a way they are comfortable with and as quickly as possible. Here are some ways you can allow for better contact with your customers.
Social media
One place you can be sure to find most of your customers is on social media. Pick the few most important platforms for your business and be available on them for customers. Twitter is the most common sites for complaints, so it is an important site to be on. Humor is very important on Twitter, so, when appropriate, use humor in your responses. It is also important to be on Facebook. Many customers treat Facebook business pages as important as your company’s website. While these two social media platforms may not be the best ones for marketing your product or service, they certainly are the best for customer service interactions.
Texting
Being able to text back and forth with your customers in extremely valuable, especially given that people are beginning to prefer text communications than phone calls with businesses. One really nice part about text customer service is that you can use AI Chatbot to respond to customers. They will get their responses immediately, and you don’t have to waste time answering repetitive questions such as “what time are you open today?”.
While customers tend to prefer texting over email, email is still a valuable way to contact businesses for some customers. Having it available to them is just another way to stay in communication and gives customers easy access to your business.
Old fashioned phone calls
While people love being able to contact you through social media, email, and text, a phone call is still valuable in certain cases. Maybe they feel like their situation is too confusing to text about, and they just want to talk to a real person. One way to make wait time faster in these situations is to have an option where you call the customer back when it is their turn in line instead of making them sit on hold for 20 minutes. A customer who isn’t frustrated with the wait will likely be more patient with your representatives and will be happier with the end result.
Check them often
Whatever you decide to do, make sure you check all means of contact regularly. Responding quickly is half the battle. So if you get a comment on your Facebook, address it immediately. Don’t let it sit for a few days because by then, you may have already lost your customer and a few more with them.
