Success in communicating with customers goes further than just fixing a tech problem or solving a mathematics equation.

Communication is the key to all businesses, be it to a customer, client or even a co-worker. Effective communication can lead to the success of business and bring a truck load of customers straight to you. Lack of effective communication mostly always lead to the downfall of businesses.

How can establishments improve communications with their clients to help the business to develop and flourish?

Most business owners asks a particular question, how to improve; the best way to begin is by improving the experience of your customers when they call. Most people believe phone calls is an outdated way of communicating but what they don’t know is  Phone call is still the primary channel for communicating with customers, and it takes a whole of 68%  while social media communication is only 3% and other means of communication are between 29%. This goes to show just how important a phone call still is in our current tech world.

Here are 4 means to improve your communication with customers;

  1. First Impression

First impression is the best chance for your businesses to impress your prospective customers because they can easily send their business to your competition if they decide they don’t like their preliminary contact with your company.

Just so you know, the easiest way to ruin your business’s first impression is to simply not answer your phone correctly. More specifically, if you’re getting a decent amount of calls on a daily basis and you don’t have an automated system that communicates with callers effectively, it can damage your business more than you may know.

For many businesses, the first point of interaction with a customer will occur over the phone, so the most effective way to ensure better communication with customers is to put a professional automated answering service (called an auto attendant) in place.

A quality automated answering service will answer your customer’s calls quickly, with a friendly and professional voice, and route them to the appropriate extension so they’re connected with the right person the first time.

This takes a huge burden off the shoulders of office personnel, makes for a much smoother and effective communication experience and leaves first-time callers feeling good about their initial interaction with your business. Of course, the key to achieving the benefits of an automated answering system is to make sure it’s developed with customer experience in mind.

  1. On-Hold

Most customers have frustratingly hung up while they are on hold, wait to speak with a live agent. This is what most of us already know and it is something many businesses still haven’t found a solution to. No one hates waiting for too long so try not to make them wait for longer than a couple of minutes.

Work towards ensuring all calls are being routed to the appropriate person or voicemail in a less than that and also, a good automated answering system will help limit the hold time when it is set-up properly.

Another trick I learnt is to make use of a phone that makes a sound to signal when someone has been on hold for a certain amount of time. This may seem like more of an annoyance than a useful business practice, but it will help ensure no caller is left hanging on the line too long.

So work on putting the right processes and technology in place to ensure callers aren’t placed on hold for long periods of time. It’ll help your business in the long run.

  1. Priority

Customer service is the number one form of communication between a customer and a business, so your business can’t afford to slack. When communication breaks down over the phone, people take it personally, and they tend to not give you their business.

  1. Realistic Communication.

This means actually having a conversation with someone hence having telephone interactions that are less scripted and that use less transactional language. Start the conversation in a positive tone rather than a neutral or negative tone.

Customer care services should also be given the right information and tools needed to provide them with a better insight on the customer. Giving your customer care team information about the customer will help them serve the customer better.

Most company’s customer care support are more into hitting metrics instead of working towards being an ally with the customer and this is because they are rewarded based on metrics and not based on their interaction or problem solving skill used with the customer. It is always better to engage the customer in a meaningful way rather than trying to beat the fastest support time. Ask customers what their problems and expectations are, and go at the problem as a team rather than working against the customer to solve their issue.

If customers enjoy communicating with company and they have better experiences while doing this, they are more likely to buy from you and refer other people to you, and I believe this is what every business needs to thrive.

There are only two options here, either it is positive or positive. If you have any comment or question, leave it in the comment box below and we will get back to you as soon as we can.

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