The best tools to improve communication with customers

best tools to improve communication with customers

With the sheer number of communication channels available to reach consumers it can be difficult to determine which is the most effective in generating sales. What is perceived as excellent customer communication can be highly subjective – some customers may love receiving personalized SMS messages to their phone, while others may feel like that is an invasive communication method. Facebook messenger has become a great asset for businesses and customers to stay in contact, but only if you are actively on the social media platform.

If you are looking to improve your communication with customers it can be easy to become overwhelmed by the options, but focusing on your phone communications is the best place to start. In fact, Salesforce found that 92% of all customer interactions happen over the phone, though 85% of customers also report being dissatisfied with their phone experience. This conundrum is exactly why businesses should not shun their phone services but should be actively adopting more tools to make the customer phone experience better.

Customers who call expect good service

Even by narrowing communications with your customers to just phone interactions, there is still a lot to consider. For instance, what is the reason for calling? Are they looking to make a purchase? Contact customer service? Or do they just have general questions about your business? It can be difficult for a business to live up to the expectations that consumers have of them, but a groundbreaking study by Harvard Business Review found that customers who had the best experience spent 140% more than those who had a less than great or bad experience.

The numbers don’t lie – stellar customer communications can increase profits for your business. Considering the majority of communications are over the phone, why is it that customers are mostly left dissatisfied with this experience? When phone communications are lacking, businesses miss out on vital sales. With this in mind, we have provided some of the best and most cost-effective tools for improving communications with your customers.

  • Call Tracking: If customers are unhappy speaking with someone from your company, wouldn’t you want to know why? Not only can call tracking provide your business with information on campaign performance and demographics, but it’s your best tool for quality control of customer service. Having clear, complete records of customer calls can help you understand why customers are calling and how the call is being handled by your team. This valuable insight can be used when training your client-facing team about what works and what doesn’t.

Phone communications can be difficult to standardize, so make sure your team is   regularly trained in customer etiquette so they can race customer communications. Call  tracking systems like CallView 360 are affordable for small businesses and can be your  best asset for conducting consumer research.

  • Memorable 1-800 Number: Half the battle of communicating with customers is getting connected. A unique and memorable 800 number is one of the most effective ways to connect with customers and can increase your inbound call response by 25% or more. A toll-free number encourages consumers to call even if it’s an inquiry about your product or service. Once they are on the line, it’s up to your sales or customer service team to blow them away with their interpersonal skills and make a sale.

Make your 800 number memorable but also complementary to your business’s   online or physical presence. This can build credibility with consumers and keep your  contact information on their top-of-mind. Long after your advertisement is viewed, a customer is likely to remember your phone number-  think of all the times you’ve had 1-800 numbers and jingles stuck in your head.

  • Easy Analytics: Information you are receiving from your internal services and external customers is useless unless analyzed properly. Having software in place that can take the data you collect and filter the information for what you need in the moment. Setting alerts for red flags such as customer complaints can help you assess weak spots in your customer communications and make the appropriate changes.

Evaluate the situation

Though not necessary in every case, some business should most definitely be conducted over the phone. High-intent customers who make large purchases and more complicated interactions, like pay disputes, should be prioritized as being conducted over the phone. Even though phone calls are the most popular method of communication, not every customer may have the ability or feel comfortable speaking over the phone. Always make sure to provide other methods of communication.

For over three decades, RingSquared has provided tools to enhance customer communications and help businesses optimize their marketing while always being conscious about cost. Many of our solutions offer multiple benefits in one product. To learn how our business phone solutions can benefit your bottom line, contact us today!