Businesses can communicate with their clients for great customer support in many ways, but there are some protocols that should always be abided by. So, if you want to know how businesses can communicate with their clients for great customer support then read more to find out about the most important things that must be followed.
Be quick when responding
Put yourself in your client’s shoes and ask yourself whether you would appreciate waiting hours, days, or even weeks before receiving a reply to your email? Of course not, so do not ignore people by presuming they will wait until the end of the day for a response just because it is still morning upon their side of the planet! This also applies if someone reaches out to you on social media where speed is all-important. To use customer service expert Peter Shankman as an example, he will often reply to somebody’s tweet or Facebook comment within 11 minutes no matter what time of day it is. It does not always have to be someone so quick off the mark, but do try and get your response time down as low as possible. Due to this, real-time response is vital in client communication, and local or outsourced call centre services are crucial in achieving prompt responses. Businesses catering to international clients or those offering 24/7 or essential services need contact centres to sustain their operations. Real-time communication can be achieved through call or chat options, depending on the structure and operational needs of your business. These days there is a demand for CRM software in the market so you can choose the best CRM software which will help you a lot.
Treat your clients with respect
It might sound very simple, but too many businesses appear to forget that their clientele are just regular people who happen to need their services for one reason or another. For example, there is no need to respond with overly formal language such as ‘Dear Sir/Madam’ when somebody reaches out to you by email; they simply want somebody to communicate with them in a friendly manner regardless of age, gender or background. Furthermore, addressing somebody by their first name is a much better alternative to some complicated business terms and helps build rapport between clients and customer service representatives.
Do not try and ‘hard sell’ at every possible opportunity
As soon as somebody contacts you for the first time, it can sometimes be easy to think they will become a new source of revenue if you play your cards right. This attitude is entirely wrong and while you do want to make sure people know all about the fantastic services/products on offer, flooding someone’s inbox with promotional material or bombarding them with pop-up adverts on their screen will completely scare contacts off instead of encouraging future business.
If somebody reaches out to you, then there is a reason why which might need some clarification before being dealt with. On social media, this might be because they are simply looking to find out more information; on email, they might want something doing which requires a little extra time and effort. Regardless of the reason why people contact you in such a manner, do not bombard them with questions about what it is unless it is absolutely necessary, and ensure you remain patient until they get back to you.
Do not underestimate the importance of good old fashioned manners
To use an example from one particularly famous customer support incident which took place last year when Emma Seppala contacted Virgin Airlines via Twitter: upon having her boarding pass refused because she attempted to print it at home instead of checking in online beforehand, she sent out a tweet asking for some assistance. A member of staff contacted her to inform her that it was not possible for them to provide the pass, but did so in a rather curt manner. Emma replied asking what she might have done wrong and this proved to be enough for the employee to apologize, ask about the reason why Emma had not checked in online and send her home with a new boarding pass.
What businesses can take away from this is that social media has changed customer service forever; there are no longer any excuses for being rude or unhelpful towards clients when they are trying their best to reach out. It does not matter how busy your company’s Twitter feed gets because if you express yourself badly then someone will be sure to notice it which can spread like wildfire through word of mouth alone. Make sure you take care of your clients and do not underestimate the power of good manners.
Regular communication between your company and everyone who has an interest in what you do will help ensure that everybody understands where they stand. If somebody contacts you, then make sure you answer them as quickly as possible (if not instantly) while keeping the tone of voice friendly and polite. Understanding and empathizing with clients and customers helps address their concerns effectively and improve their customer service experience. Lastly, do not underestimate the importance of good manners when it comes to customer service because it is even more vital now due to social media.