3. Follow up with customers
Sometimes, customers need to be put into action. If you want to retain customer engagement hovering, your CCM approach should include a follow-up process.
Most teams are already accustomed to making sure that every customer gets a response when contacted, but to build loyalty, you need to be one often to continue the conversation. You do not want to be frustrated if you cannot get the right pitch so invest in a good capo. Some examples you can follow are:
Asking for feedback after a recent purchase
Sending birthday messages and coupons
Asking and Responding to Reviews (Both Negative and Positive)
Make engagement (and re-engagement) an ongoing part of your communication process, so first-time buyers always grow as loyal customers.
4. Reduce response time
Communication these days is happening faster than ever before. People are having real-time conversations with people around the world. Advanced tech is now a fundamental part of customer life, with 82% of people expecting your team to respond immediately. Effective CCM must prioritize response times.
Of course, not every company can provide 24/7 support, especially if you run a small business. If this happens, you can increase your customer communication by adding automation to your strategy.
You have probably seen this process before. When you send a query through the contact form or order online, you will usually receive an instant email or SMS receiving your submission. Your business can do the same.
Many brands also run chatbots on their Facebook pages and websites, so customers can get appointments or get answers to simple questions, even if a real team member is not available to help. Others are achieving widgets such as Podium WebChat, which allows you to set reminders after friendly hours or to respond instantly by text when you are available.
Another great CCM strategy is to add a knowledge base or FAQ section to your site, so your customers can get answers to questions when you are not available. The self-service option also reduces the number of messages you receive each day, helping you to further improve response time.
5. Be human
Great customer communication must be human. Even if you use a chatbot, you do not want your customers to feel like they are interacting with the robot — especially through unofficial media such as social media.
While your team should always be professional and positive, you can make strong, fast connections by adopting a more casual tone. Depending on your target audience, your customers may feel as if they have heard from a coworker or friend while you are communicating with them. Initially, this means limiting the terminology you use, as well as eliminating formal greetings and closures such as “Dear” and “Sincerely”.
Another way you can show the humanity of your brand and connect with customers is, to be honest. Be straightforward and transparent when you communicate, so customers know that your word is trustworthy.
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Many businesses are now evolving from customer service to customer-centric, which is crucial to thriving even in today’s competitive environment.However, achieving this goal is not so easy.Organizing massive client communication, gathering the most valuable data, and developing personalization strategies are just a few of the many steps to navigate.Artificial intelligence (AI) has become a powerful ally.
Above all, it has an arsenal of capabilities, including speech-to-text, natural language processing, sentiment analysis, and predictive analytics.
No matter the format — be it a phone call, live chat, email, or social media comment — AI can create models about your customers and processes.So, there are often obstacles in your sales cycle or ways to improve training for customer service representatives, allowing you to get more value from AI client interactions.Won the race of expectationsAI, empowered by data, allows you to enhance the customer experience.
With hyper-personalized follow-ups, offers, and offers closer to customer needs, or with automated birthday messages, engaging your customers will be easier than ever.Ultimately, such a level of personalization also provides an end to the traditional marketing segmentation, which is the most complex process of placing customers in certain categories based on their similarity in terms of population or other factors.At the same time, AI can help you keep up with the growing customer demand.
Such self-service offers several benefits: IBM estimates that chatbots can reduce resolution time from 38 hours to 5.4 minutes for clear, Tier 1 questions.If the problem is too complex for the virtual agent to solve, it can hand over the customer to the human agent.
Reliance on AI is crucial to meet such demands, centralize all communications, store information, automate manual tasks, and engage quickly and accurately.To strengthen your multichannel strategy, remember to keep an eye on the latest consumer trends.
