Because of current events, countless businesses across the United States had to shutter for weeks, even months. Not only has this played havoc with their profitability, but it’s also severely damaged their relationships with their customers. However, you can revitalize your business and your relationship with your customers by using digital technology.
Thanks to advances in communication and data management, you can talk to customers faster, learn more about them, provide them with the answers they’re looking for, and interact with them on social media.
Here are some tips on making sure you can get the most out of these methods.
Reach Customers Faster
Today there is an overabundance of digital channels you can use to contact customers. Email is no longer the most optimal method of communicating with clients. Instant messaging applications such as WhatsApp and Messenger are now the preferred method of communication. Research indicated that 73 percent of customers were satisfied with live chatting, compared to 61 percent for email. Customers prefer live chatting because it’s faster than email and feels more personal.
Another tool you can use to contact clients faster is video conferencing software, like Skype and FaceTime. A whopping 94 percent of businesses report that using video conferencing tools increases their productivity. Through these programs, you can address customer issues in a more intimate environment, making them feel more appreciated and special.
Gain a Deeper Understanding
One of the most useful features of online customer experience management is how it can paint a clearer picture of your target market. This is vital to rebuilding trust and revitalizing your relationship with your customers.
Gather data about your customers and how they feel about your business through detailed surveys or online comments and suggestions.
For starters, after weeks or months of inactivity, you need to understand what type of services your customers want from you. This will prevent you from using up precious resources on external services. Second, thanks to online review pages and comments pages, you can get immediate feedback on your services. This will let you improve the way you cater to your clients and make them feel that you’re listening to them.
Provide Answers Quicker
Customers can encounter problems with your products and services, and potential clients might want to ask you questions before they commit. Without digital technology, you’re going to have a hard time satisfying their needs. But thanks to a plethora of digital channels and other options, you can reply to them and provide solutions much faster.
The best method of providing answers and solutions would be to use chatbots. This software can be programmed to give answers to common queries and problems, allowing your employees to focus on other things. Should clients need more in-depth help, they can turn to instant messaging software to reach out.
Leverage Social Media
Finally, social media platforms such as Facebook, Instagram, and Twitter help you build your brand 24/7. Through these platforms, you can ask customers and online users their thoughts about services, get their opinion on new things, and announce product launches or events. Social media is the best method of engaging with customers.
Remember to use lots of video and photos when posting, especially on Facebook. Create and curate videos that aren’t just entertaining but educational. Show aspects of your business customers might appreciate in the vein of “behind the scenes” footage. Get creative, and your customers will respond.
Now more than ever, you need to explore every advantage digital technology has to offer your business. It might be the best strategy to keep your company fully functional in the months to come.
