Communication is quite possibly at the heart of everything we do. It can really make or break your business and it is essential if you want to have repeat business, referrals and even more sales as well. If you are not able to communicate properly then this can lead to decreased sales and an angry mob of customers, which is something that you’ll want to avoid if possible.
First Impressions are Everything
First impressions really are everything and this is especially the case if you operate your own business. One of the easiest ways for you to mess up a first impression is to not answer your phone. On top of this, if you don’t have some form of automated system in place for your customers then this can really give you a bad name as well. To avoid all of this, it helps to have a phone line that can be used to direct your customers to the right department and it also helps to have a system in place that handles your web chat as well. Web push notifications are ideal for things like this, and they can save both you and your customers a lot of time and effort.
Try and Keep Hold Times to a Minimum
Research shows that 75% of people feel like it takes them too long to try and get in touch with a live agent. This isn’t new information and a lot of businesses could do more to try and make sure that their customers are able to get through to them. A good automated answering system will limit the amount of time that your customers are on hold for and it also helps to make sure that no customer is on hold for too long.
Your Customers are Real People Too
A lot of businesses often forget that their customers are real people. When you operate your business, you have to make sure that communication extends to the language that your company uses when chatting with your customers. This means having phone conversations that aren’t entirely scripted and using far less transactional language as well. If you want to get started then try and frame the language that you use in a very positive light instead of a negative one. Instead of saying that you can’t do something, tell them that you can but they will have to wait. Little tweaks like this can greatly improve the level of communication that you have with your customers and it is a great way for you to find out how your customers respond in relation to the way you phrase things.
There are plenty of things that you can do to try and boost the level of communication you have with your customers, and you would also be surprised at how easy it is for you to give them the support they need. This will result in more sales, more profit and most of all, happier customers who are willing to refer you to their friends and family.
