If you run a large organisation, you cannot solely rely on just one form of communication. You might be wondering, why not? Quite simply, all of your customers are different, and if you want to ensure you reach as many as possible, you need to use as many forms of communication as you can.
There are many ways to speak to customers and interact that it makes sense to use as many of these as possible. Maximise your results by incorporating these multi-channel forms of communication into your business:
Use social media
Some customers like anything but picking up the phone and prefer to interact via email or social media. It is important that your organisation has someone available to answer customer queries quickly and efficiently, so that your reputation doesn’t adversely suffer. A great company will respond within minutes to requests on social media and, if you want to build a strong brand, it is important that you can deliver this.
Live chat is a growing trend for 2018 and this should be part of the service delivered by organisations. With so many customers using their smartphones to communicate these days and that number only continuing to increase, it makes sense to incorporate live chat into your methods of communication.
Live chat gives customers the opportunity to chat directly to a customer service agent and, again, it is important to deliver a great service. If you leave customers queuing for hours to get hold of someone, they probably won’t stick around for long.
Have a chat
Many customers still prefer the good old fashioned picking up the phone method of communication, but it is important that you don’t leave customers hanging on for ages – you need to deliver a great service. Your customer service agents should be knowledgeable about your products or services and able to satisfy your customer needs.
No matter what line of business you are in, it is imperative that you give your customers the option to speak to you directly, while still maintaining a great service. A telephone answering service or outsourced customer service might be the solution you’re looking for.
At Frontline, we are experts in communication and can provide you with an outsourced customer service function. If you’d like to find out more about how we can support your business, get in touch today.