Think of your business as a superhero. Your customers may need you at any time. So, you must stay within reach and be ready to swoop down and help them. Save the day for your customer by giving them what they want, when they want it. Customers want solutions — and they want them fast. If they sense a delay, they could easily switch to a competitor who may be quicker to respond.
Technology can make your job easier by providing multiple channels for you to connect with your customers. Now, it is up to you to make the most of these platforms. The first step is to know your customers and where they hang out. If you’re catering to teenagers, social media can be the best way to stay connected. On the other hand, if you’re targeting seniors, snail mail may be a better idea. It would be unlikely that they see a Snapchat campaign for arthritis medication.
Whether through digital or print media, make your business visible. Contract with a call center or use artificially intelligent chat bots to make your business accessible. In today’s digital world, online businesses need to be available round the clock. Many global enterprises also need to have some presence across time zones. Adapt to this changing world by following the tips below and go the extra mile to stay connected to customers.
Table of Contents
1. Be Present
Having a presence on many platforms is great. However, managing messages from multiple channels can be exhausting. Consider using a text software for business to organize communication with customers as well as your team. This software is compatible with email providers and social media platforms, so you can monitor all channels efficiently.
Regardless of whether your customer messages you on Instagram, Facebook, or sends an email, your messaging should be consistent. Customer service representatives should be able to pull up order history with just a phone number or email address. Cloud-based communication tools can do the trick, as they help your team to access updated information from anywhere at any time. This can be particularly useful for remote teams who can cater to customers in different places.
2. Be Global
Think big! Don’t limit yourself to geographical boundaries. Find ways to expand your business and target new markets both nationally and internationally. Try to check for cultural appropriateness. For instance, the popular candy bar Snickers in the United States is called Marathon in the United Kingdom. That is because they felt snickers was too close to “knickers,” which is the word they use for underwear.
Providing global services also means catering to global time zones. Your off-peak hours could be peak hours in another country, so factor that in when expanding. For instance, if you’re in the healthcare sector, round-the-clock chat with a registered nurse can be a game changer. Not only does it improve business, but it can also build trust and reliability with the customer.
3. Be Social
Another way to build trust is to show your customers your business values and ethics. One way of doing this is by sharing your story on social media. Apart from product launches and special offers, tell your followers who you are and why you’ve set up this business. An engaging back story helps you connect with your customers, so they see you as a person not a company. Social media users often love watching behind-the-scenes footage of how you make the earrings or toys that they buy.
Along with telling them about yourself, listen attentively to what they have to say. Gather feedback from social media polls and surveys to understand their needs. Interact with your customers in real time so they feel heard and valued. Be prompt in answering their queries and acknowledge any complaints or suggestions they have too. Some customers prefer to remain anonymous when giving feedback, so have that option open as well.
4. Be Flexible
Your customers should know you are willing to go the extra mile to satisfy them. Prove it by making customer-centric policies that are designed keeping their comfort in mind. Consider offering curb pick-up if the customer thinks the standard shipping time is too long. Once the customer sees your effort to accommodate their needs, they’ll return to you in the future as well.
Most people use smartphones for personal interactions and purchases, so make sure your website is mobile friendly. This means your site should adjust seamlessly to different screen sizes and be easy to navigate on a phone. Remember the orientation when you shoot content. Instagram likes vertical videos whereas YouTube likes the horizontal format. You wouldn’t want half your content to be cut off if someone is browsing from their phone instead of their laptop.
5. Be Reliable
Customers demand the best quality in the fastest time. One way to monitor this is to have regular quality assurance checks on your services or products. Also, keep an eye on the quality of customer service to ensure your staff is answering customers accurately and courteously. If hiring and training staff gets tedious, consider training chat bots, who’ll do the job at a fraction of the cost.
Use your website and other social media platforms to educate and empower your customer. Including a detailed FAQ section, video tutorials, and guides can help the customer find their own solutions. Not only does this make the customer feel less dependent but also lowers the workload on your team.
Leveraging technology can help you reach out to your customers wherever they are. Ask them for the opportunity to prove your commitment to their needs and live up to the promises you make. With time, your business may become a trusted name in their homes, making you the super-hero your customers need.
