Communication with your customers openly is essential to a successful business relationship given that your customers will feel more gratified once they come to know you are behind them from the beginning. This doesn’t mean that additional time will be required for keeping these communication lines open because there are many requests for customer service which don’t need any person to handle them. Automation allows you and your staff to continue working in your business while maintaining the proper level of support as expected by your customers.
Below, we have mentioned 7 authentic ways in which this process can be automated.
1. Start the Conversation
Don’t wait until the customer reaches out to you; your customer can take actions that could indicate a need for support. For instance, a visitor to your website who spends much time in your help pages will probably need assistance while someone who searches for your products and services could benefit from talking to your sales team staff to make sure the sale takes place. While these are just two possible ways of opening up communication lines and improving customer satisfaction, many others exist as well. For example, companies can implement business SMS services to connect immediately with their clients all over the world in order to provide a top-notch customer service experience. In conclusion, if you anticipate a necessity with regard to your customer relationships, it will give the desired results later. You will come across many great tools out there to start this conversation, many of which come with customized audience interactions.
2. Use a Virtual Assistant
It implies that you do not have to engage additional people because you are making attempts to be proactive. Many customer service requests are straightforward, and automated systems can manage these issues quickly and easily while chatbots are becoming increasingly smart day by day. This helps your staff solve more complicated issues. The proactive connections which we have just talked about happen to be a good place to begin using virtual or digital assistants. Chatbots, including those for Facebook Messenger and other applications, can answer simple questions arising out of any action taken by your customer on the site. If necessary, the conversation will be handled seamlessly by a living person.
3. Use Innovative Technology
Don’t be afraid to try new technologies for solving certain simple problems. One such possibility happens to be Biometrics, and it is possible to eliminate the need for a call into a support chat or your call center to confirm their identity using innovative things like biometric password recovery (that uses facial or fingerprints recognition rather than conventional approaches). The use of mobile apps is one new technology that will assist in the automation process by helping customers fix common issues which they can do themselves without any help from you whatsoever. Others might use automated SMS for texting a code to a number which will provide info on a balance due, their account, or automating the payment procedure.
4. Use it for Follow-up
You might have made the sale, but you need to keep the communication lines open. Customer satisfaction will be enhanced by the follow-up by informing your customer you are available in case the necessity arises. Once a transaction is made, make it a point to get to your clients after a few days and ask them whether they are facing any problems and are in need of help. It is easy to solve the issues in the initial stages, and for that, you might entail an automated email for opening a communication line between you and your customer. If you happen to be a medical practitioner, it will be easy to get to your patients using decent patient communication software. The application will not only allow you to enhance your practice efficiency but will also enable you to remain in touch with your patients through and through.
5. Automate presence on social media
Your business needs social media exposure since it will inform your prospective clients you are connected with them. New sales leads can be opened up by advertising your business offers through social media channels, while clients can use social media for contacting you regarding issues. You will come across quite a few social management programs which help to filter social media contacts as per the content of the message while eliminating the role of a middleman to direct questions to the appropriate person. These have the ability to post to your social media account automatically, thus enabling you to automate your marketing approach plus offering maximum exposure to your content.
6. The Survey
This method will not disappoint you by any means. Despite the fact that it might not be possible to obtain a high response rate at all times, the information which we get from authentic surveys will allow us to identify potential issues, and also start a conversation with your client. Make it a point to keep them brief, and also to the point. Those survey answers can also be used by you for starting further automatic emails to get additional feedback on areas where it might be difficult to get the proper response.
7. The Call-back
While a lot of interest has been shown by the consumers of the 21st century for communicating with businesses on the web, there are still a few clients who like to talk to human beings. For this reason, a call back can be considered to be a worthy option you ought to include in your client relationship technique. You might include a “Chat Now” or “Call Me” button which can prove useful in the long run. A client will need to provide his contact number, and you will forward the calls to a call back queue where a telephone representative will answer your queries. In fact, it will be possible to manage certain issues with the help of your smartphone, and there is no need to depend on your digital option for automating your communications with your customers.
Customer communication automation is highly valuable since it will help the marketing teams to take care of their communications with prospective clients in an organized manner. It will allow the businessmen to find adequate time for concentrating on other vital aspects of the business. Let us hope that this article will come of use to you, and you will be able to automate and also optimize a comprehensive customer marketing plan.