Have you ever lost a customer because you thought you didn’t do the right thing? Then this article is for you! Establishing excellent customer contact requires following some important rules. First of all, choosing the best channels at each stage, but also answering questions appropriately to find a solution or at least help the customer in the most efficient way. Essential skills must also be mastered by the company and its agents. Here is everything you need to know to establish (and maintain) good customer contact within your company .
What tools should you use
Instant messaging or the intimacy of the close circle
Instant messaging services like WhatsApp, Facebook Messenger, and Instagram Direct Message allow you to enter your customers’ circle of trust , providing a personalized customer experience. These communication channels are essential for developing a close relationship with your customers and facilitating contact . They are particularly effective for quickly answering consumer questions , offering real-time customer support , and even facilitating sales .
To stay in touch with customers
For example, you can use these platforms to introduce new products , send personalized offers, or manage customer returns . This approach helps create a stronger relationship with your customers, increasing their satisfaction and loyalty.
66% of 18-34 year olds say their expectations for customer service have increased over the past year.
Source: Microsoft
To succeed on these channels, it is important to adopt an adapted language, to have a team trained in customer service skills specific to these media, and to maintain communication consistent with your brand image .
Social networks to gain visibility and engagement
Social media provides a platform to publicly engage with your customer base, serving as a critical touchpoint in your overall communications strategy . It’s ideal for brands targeting a broad and diverse audience, especially social media personas .
The different channels to favor
These channels not only allow you to communicate about your products and services, but also to create engaging content, manage your reputation , and collect valuable feedback. For example, you can use Facebook to launch promotional campaigns, Twitter to offer quick customer support , or Instagram to visually showcase your products.
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depending on your objectives
The advantage of social media is that it allows for two-way communication , facilitating active listening to your customers and prospects. This how much does an e-commerce website cost? helps you improve your offering based on the needs expressed. In addition, these platforms are excellent for digital word of mouth , a powerful tool for acquiring new customers . To succeed on social media , it is crucial to have a team dedicated to managing these channels , capable of responding quickly and relevantly to interactions, while maintaining a voice consistent with your brand.
How to Improve Customer Engagement
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Live chat or instant responsiveness for immediate customer contact
Installing a live chat on your mailing lead company’s website allows for immediate assistance , constituting a crucial point of contact to improve the customer experience. It is particularly suitable for personas in a hurry or in the purchasing decision phase, requiring quick responses .
This channel offers the advantage of being able to answer customer questions in real time , which can significantly increase conversion rates and customer satisfaction. For example, a customer hesitant about a purchase can immediately obtain the information they need, thus facilitating their decision.
64% of customers want to shop with companies that can meet their needs in real time.
Source: Salesforce
Live chat also allows you to gather valuable data on customers’ most common needs and problems, helping to improve your products and services. For effective live chat management, it is essential to have employees trained in customer service skills (more on this later) who are able to communicate clearly and with empathy . Using appropriate language and being able to resolve issues quickly are crucial. Another option: integrating live chat with your CRM can help to further personalize interactions and track the customer journey.
RCS (Rich Communication Services): the new generation of SMS
RCS messaging combines the familiarity of SMS with rich features like images, videos, and action buttons, delivering an enhanced customer experience. This communication channel is ideal for personas who are used to SMS but open to new technologies , offering a more interactive experience without requiring the installation of a third-party application.
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RCS allows brands to develop more engaging and personalized marketing campaigns . For example, you can send promotional offers with product images and direct action buttons for purchase, improving conversion rates . This channel is particularly effective for transactional communications, such as order confirmations or delivery updates, providing a richer customer experience than traditional SMS.
RCS customization
Please note that to succeed with RCS, it is essential to have a content strategy adapted to this format, combining text, images and calls to action in a relevant way.
Analyzing interaction data can help refine your messages and improve the effectiveness of your campaigns. Additionally, RCS offers enterprise messaging features that can facilitate customer support and sales, enabling richer, more interactive conversations with your customers.
