Table of Contents
The fear of poor customer communication is something that keeps a lot of business owners up at night. They know that customers are the lifeblood of their business, and without proper communication, the relationship can quickly turn sour.
About 46% of customers say they would never do business with a company again after just one bad customer service experience, and poor communication is often the root cause.
That’s why we’ve put together this list of 10 ways to improve customer communication and communication management within your business. By following these tips, you can ensure that your customers always have a positive experience interacting with your company.
What Is Customer Communication Management (CCM)?
Before we get into the tips, we must first define customer communications management (CCM). CCM is “a strategy for creating and delivering consistent, personalized communications across multiple channels.”
In other words, CCM is all about ensuring that your customer communications are consistent, whether coming from your website, your sales team, or your customer service reps.
It’s also about making sure those communications are personalized, so your customers feel they’re being communicated with as individuals rather than as part of a faceless mass.
Here are a few more things to keep in mind when it comes to CCM:
- CCM is not the same as customer relationship management (CRM). CRM is a software solution that helps businesses manage customer data, while CCM focuses more on the communication process. Although there are some customer communication management software that can help you make your customer experience a lot better with AI automation.
- CCM should be part of your overall customer experience (CX) strategy. CX is the broader umbrella under which CCM falls, and it also includes other vital elements like product design and customer service.
- CCM is an integral part of omnichannel marketing. Omnichannel marketing is the process of delivering a consistent customer experience across all channels, and CCM is essential to making that happen.
Now that you know a little bit more about CCM let’s understand why it’s so important.
Why Is Effective Customer Service Communication Important?
There are a number of reasons why you should care about improving customer communication in your business. Here are just a few:
Reduce the Number of Touchpoints
One of the main goals of CCM is to reduce the number of touchpoints a customer must go through to get the information they need. Touchpoints are any interaction a customer has with your company, and the fewer touchpoints there are, the better.
Reducing the number of touchpoints can make the customer experience more efficient and streamlined. This, in turn, will save your customers time and frustration and make them more likely to do business with you again in the future.
Level up Conversions and Sales
Another important reason to focus on CCM is that it can help you boost conversions and sales. When customers have a positive experience interacting with your company, they’re more likely to do business with you.
Customers are more inclined to buy from a firm that provides outstanding customer service, according to 92 percent of respondents.
Moreover, happy customers are also more likely to refer your business to their friends and family, which can lead to even more conversions and sales.
Boost Customer Loyalty and Retention
CCM can also help you boost customer loyalty and retention. Customers are more likely to stick around if they feel valued and appreciated.
In fact, happy customers are nearly three times as likely to stay with a company and almost five times as likely to forgive it for a mistake.
Moreover, it costs five times as much to attract a new customer than keep an existing one. This means that focusing on customer retention can majorly impact your bottom line.
Customer Communication DO’s & DON’Ts
- Get to know your customer so you can personalize your communications.
- Keep your communications clear, concise, and easy to understand.
- Make sure your communications are consistent across all channels.
- Use customer feedback to improve your communications.
- Always be polite and professional when communicating with customers.
- Don’t bombard your customers with too many communications.
- Don’t send irrelevant or uninteresting communications.
- Don’t be vague or unclear in your communications.
- Don’t make false promises or over-promise.
How to Improve Customer Service Communication?
Use Visual Engagement Tools for Real-Time Assistance
One of the best ways to improve customer communication is to use visual engagement tools. Visual engagement tools like screen sharing and co-browsing help you provide real-time assistance to customers.
With screen sharing, you can share your screen with a customer, so they can see exactly what you’re doing. This is helpful when you need to walk a customer through a process or show them how to use a product.
Build Omni Channel Customer Communication Strategy
There is a likelihood that your customers are using multiple channels to interact with you. In order to provide a seamless customer experience, you need to meet them where they are.
An Omni channel customer communication strategy will allow you to do just that.
Omni channel customer service is an approach that allows customers to connect with a company using the channel of their choice.
Customers who use brands’ omnichannel customer engagement strategies are 89% more likely to buy from them again, compared to a 33 percent retention rate for those who don’t.
It’s important to note that omnichannel customer service is different from multi-channel customer service. With multi-channel customer service, companies provide customer service through multiple channels, but they don’t necessarily work together.
Omni channel customer service, on the other hand, is a coordinated effort across all channels. The goal is to provide a consistent experience no matter how or where the customer chooses to interact with the company.
In order to build an effective Omni channel strategy, you need to have a clear understanding of entire customer journey. Once you know how your customers interact with your company, you can start to build a strategy that meets their needs.
Improve the First Customer Experience
The first customer experience is the first interaction a customer has with your company. This could be when they visit your website, call your customer service line, or even walk into your store.
Making a good first impression is essential to winning over customers. In fact, it’s estimated that it takes just seven seconds to make a first impression.
There are a few things you can do to improve the first customer experience:
- Make sure your website is easy to navigate and informative.
- Ensure that your customer service representatives are polite and helpful.
- Make sure your store is clean and organized.
First impressions are important, but they’re not everything. You also need to ensure that you’re providing a good second, third, and fourth experience. After all, it only takes one bad experience to lose a customer.
Deploy Chatbots for Automated Customer Communication
Chatbots are a type of artificial intelligence that can be used to automate customer communication. Chatbots can handle simple tasks like answering FAQs and providing customer support.
Chatbots are a great way to improve customer communication because they can scale to meet the needs of your customer base. As your customer base grows, you can add more chatbots to your team without hiring additional customer service representatives.
Measure Your Customer Communication Metrics Regularly
To improve customer communication, you need to measure your progress. There are a few key metrics you should track:
- First contact resolution rate: This is the percentage of customer issues resolved on the first contact.
- Customer satisfaction score: This is a measure of how satisfied your customers are with your customer service.
- Customer effort score: This measures how much effort customers have to put forth to resolve their issues.
You should track these metrics regularly, ideally weekly or monthly.
Collect Customer Feedback to Improve Communication Skills
Customer feedback is essential for understanding how your customers feel about your company.
Surveys are a great way to collect customer feedback. You can use surveys to ask customers about their experiences with your company.
You can also use surveys to ask customers about their communication preferences. This information can be used to improve your customer communication strategy.
Keep Your Customer Communication Channels Organized
It’s important to keep your customer communication channels organized. This way, customers can easily find the information they need.
One way to organize your channels is to create a customer communication hierarchy.
In this hierarchy, you can list the most important communication channels at the top. You can list the less important channels as you move down the hierarchy.
This hierarchy can be used to guide customers to the most relevant channels for their needs.
Make Sure Your Team Is on the Same Page
Unity is essential for good customer communication. If your team is not on the same page, it won’t be easy to provide a consistent experience for customers.
According to a new survey, internal communication is the most common reason for employee turnover. Over a third (35%) of firms have lost a worker due to a communication breakdown in the past 12 months.
Make sure your customer service team is on the same page by holding regular meetings. During these meetings, you can discuss customer communication strategies and ensure that everyone understands the company’s communication goals.
You can also use these meetings to train new customer service representatives.
Respond to Customers promptly
Customers expect prompt responses to their inquiries. If you don’t respond to customers in a timely manner, they will take their business elsewhere.
The average person expects a response to their inquiry within one hour.
Of course, you can’t always respond to customers immediately. But you should aim to respond to all customer inquiries within 24 hours.
If you can’t respond within 24 hours, let the customer know when they can expect a response.
Follow Up with Customers After Resolving Their Issue
It’s important to follow up with customers after you resolve their issues. This shows that you care about their experience and want to make sure they’re satisfied.
You can follow up with customers via phone, email, or mail.
Tip: Send a survey to customers after you resolve their issue. This survey can be used to collect feedback about your customer service.
Good customer communication can make or break a business or customer relationships. It can also be the deciding factor in whether or not a customer will continue using your product or service.
That’s why it’s so important to have a clear and concise customer communication strategy in place. Note that if you hire a customer service agent then make sure they are highly skilled in your niche or subject so they can ensure a smooth business users experience.
When you take the time to improve customer communication, you’re also improving the customer experience. And that’s something that will benefit your business in the long run.
We hope you enjoyed reading our guide on customer communication and customer communication management. If you found it helpful, please share it with your colleagues and friends.
Turn strategy into projects & goals
Glowtify is a free marketing software designed to fuel marketing strategies and accelerate eCommerce growth with highly actionable goals backed by data.Try it - it's free