If your job involves speaking with customers, then you belong to the customer service department. While dealing with customers in the carpet cleaning business, came to understand that customer service is not just a concept that is restricted to one department of a company. However, it is a business strategy that should be enshrined into your corporate culture. It should never matter if you are just in customer service, marketing teams, or sales, but all your employees should be customer-centric and fully focused on creating delightful experiences.
One place to work on and improve is customer communication. You need to have a standardized approach on how to engage with your customers and create delightful experiences. When you have set upon norms and communication standards, everyone working in your firm will it easy to engage with customers and create memorable experiences
Customer communication management
Customer communication management refers to an outbound strategy used by a business to communicate with its customers. In many cases, it is executed with the use of tools and other software that localized communication into a central place. Ultimately, it will help other departments including marketing, sales, and service teams in optimizing customer engagements.
Customer communication should not be limited to customer service teams only. It is a strategy that should involve everyone dealing with your business. You need to centralize your outbound conversations to an accessible space and encourage your departments to work collaboratively. Outbound communication will come in two forms; either through live interactions such as phone calls and in-person conversation and then in digital interactions that are conducted through written mediums.
Live interactions are normally recorded on support tickets. This is because these conversations are completely personalized and will only be important to a specific customer. On the other side, digital interaction can be relevant to your entire customer base. You need to ensure customer communication and interactions are well recorded so that further actions can be taken in the case that is the process.
There are different customer communication management software you can use to enhance and advance communication with your customers. You can use HubSpot which is a platform that brings together marketing, sales, and customer service into one platform. It is a tool that can manage both live and digital interactions. It is also a marketing and sales as well as emailing tool that helps teams to be proactive and engage with customers.
You can also use SMS communication tools such as TrueDialog. You can use this tool to send text messages to your customers. You can use it to distribute offers such as coupons and surveys, and send important notifications to your entire customer base. You can use the platform to give a chance to your customers to also respond to the questions you have and seek any clarifications we need.
Make use of customer service tools that use intelligence and knowledge base as the center of their communication. Once the knowledge base has been building, you can create features such as chatbots and service workflows.