As a business owner, one of your main responsibilities is ensuring good relations with your customers. Your bottom line is dependent on cultivating new client acquisitions and strengthening the relationships with your existing customers.
Positive customer relationships provide your business with the following advantages:
- Customer Acquisition – You significantly increase your conversion rate for visitors on your website. When client prospects trust your brand, they are more likely to purchase your products or services.
- Customer Retention – Your business will enjoy a high retention rate with your customers if they like you. An enduring customer relationship pays great dividends when it comes to repeat business.
- Customer Satisfaction – Positive relations with existing customers leads to increased satisfaction. Your customers will be more impressed with your brand as you court them and cater to their needs. Customer satisfaction helps to ensure a stronger profit margin.
Research shows that customers want to communicate with businesses, with one survey showing that 38 percent said they want to learn about product updates, 37 percent desire personalized promotions, and 29 percent like to be notified of alerts on their smart phones.
Now let’s examine the premier quality communication tools that are designed to enhance your client relationships. Our list of six client communication tools will enable you to identify the best possible options for your business.
6 Leading Communication Tools to Strengthen
1) Video Conferencing
Video conferencing combines audio and video to create a virtual face-to-face conversion on any platform such as a mobile device, laptop, or conference room meeting webcam. This communication tool has the power to simplify collaboration, heighten efficiency, and help your business save money.
Video conferencing tools are the perfect solution for your company if you want to stay in touch with your customers, but you have remote workers and you have offices in different sites, or professional teams who travel frequently. This communication tool also allows your business to create consistent and accurate records. Video conferencing technology makes it possible to transcribe notes from your meetings with customers and keep details intact.
Examples of Video Conferencing Tools include the following:
- Zoom – Zoom contains a platform that can flexibly scale to fit any type of business.
Zoom is also easy to set up, use, and manage. It connects via browsers, desktop clients, mobile devices, and conference rooms. This video conferencing tool enables your business to build relationships through face-to-face interactions.
- Google Meet – With Google Meet, you can begin or join a meeting from any browser on your laptop or desktop. You don’t need to install any additional software. You will be able to host, join or share your screen from the Google Meet mobile app.
- Microsoft Teams – Enable real-time collaboration, increase productivity, and schedule meetings easily with high quality audio and video. This platform is an excellent way to conduct virtual events and meetings.
Create professional email newsletters to send your customers and clients. Manage contacts, automate emails, track, and brand your business. Stay in front of your audience with marketing messages, announcements, and targeted communication. Develop stronger relationships, generate leads, build trust, and keep your customers coming back for more. Email is cost effective, delivered and received quickly, and consumers use it daily making it an important business communication tool.
3) Customer Relationship Management (CRM)
CRM software employs the use of a combination of strategies, practices, and technologies that businesses use to manage and analyze customer interactions and data during a customer lifecycle. The main advantage of CRM software is that it improves customer service relationships, enhances customer retention, and increases sales.
In essence, CRM is a proactive service that improves efficiency by delivering a more personalized outreach to customers and prospects with automation. When using a CRM platform, you will have the capability of targeting specific audiences, and establish scores and alerts that are based on a prospect or a customer’s activity.
What may be the best benefit of CRM is that it can be used across departments to make sure that all customer-facing teams are empowered with the correct data to create positive customer experiences. CRM software keeps all the information that a business needs in one convenient place.
Types of CRM include the following:
Operational CRM – Operational CRMs enable your sales, marketing and customer service teams to better support your existing customers and prospects. Examples of operational CRM are call centers, direct sales and direct mail, websites, and blogs.
Analytical CRM – An analytical CRM system enables businesses like yours to make data-supplemented decisions by evaluating the behavior of your customers. You will also be able to forecast the purchase intention of clients and prospects. Your business can use analytical CRM to stay more attuned to developing your systems through customer insights.
Collaborative CRM – Sometimes referred to as strategic CRM, collaborative CRM allows your company to collect, organize, and share customer information across multiple teams. This would include purchase and sales history and marketing preferences.
4) Live Chat Software
With website chat, your business can empower customers to communicate directly with you. This website communication will typically happen in real-time.
The web chat window pops up as an overlay of the website page in a browser. This gives your website visitor an opportunity to type messages directly into a text field, with the added capability of attaching files and images.
By using website chat, you provide a convenient way for your existing customers and prospects to obtain information about your products or services. This is a more practical method for fulfilling customers’ requests as opposed to over email or phone. This type of online chat is preferred by users because of its simplicity and accessibility to a brand.
Top Live Chat Apps:
HubSpot Live Chat: One key feature of this website chat app includes being able to send targeted welcome messages to engage with your site’s visitors. This helps to increase conversion. Another feature that is helpful to your customers and prospects allows you to save chat history and the contact timeline so you can refer to each lead’s history with your company.
LiveChat: LiveChat gives your business the ability to create a customized chat widget to capture new leads and engage with existing clients and prospects on your website. One stand-out benefit of LiveChat is that you can send targeted messages to customers that are based on their behavior, profile, and history with your business.
Live chats many times will incorporate chatbots to simulate a conversation or "chatter" via text or voice interactions. You may not realize it, but you have likely interacted with a chatbot. For example, while researching a product on a website, a window pops up on your screen asking you if you need assistance.
Businesses like yours are increasingly using chatbot virtual assistants to manage simple tasks. Adding chatbot assistants reduces overhead costs, utilizes support staff time better and allows companies to provide customer service during time periods when live agents aren't available.
As a business owner, you will need to decide whether you prefer structured or unstructured conversations. Chatbots designed for structured conversations are extremely scripted. This simplifies programming and is confined to answering several repetitive questions, such as order tracking updates. Unstructured conversations are more conversational. The chatbot is attempting to understand the nature of a problem so it can be quickly and easily resolved.
Examples of chatbots are:
- Menu/button-based chatbots: Menu or button chatbots give you the choice of choosing from a few different options, presented in the form of buttons or menus. After you select one, the bot prompts another series of options for you to choose from.
- Linguistic-Based, or Rule-Based Chatbots: Rule-based chatbots utilize if/then logic in order to generate conversation flows. Language conditions could be created to look at the words, their order, synonyms, in addition to typical ways to phrase a question. It will also make sure that questions with the same meaning receive the same answer.
5) Social Media
Social media enables companies like yours to interact and engage directly with your customers. Social media platforms give you the perfect means to have productive and meaningful conversations with your prospects and existing clients, and in an informal environment.
Investing in a social media presence will pay great dividends for your business when it comes to fostering positive relationships with your leads and current customers. Just one post or video has the potential of reaching thousands of people, and some of them might be your future customers.
Top Social Media Platforms include the following:
This is your most professional networking site for making business connections. It’s one of the bestt platforms for those in B2B. Find potential customers and partners for strategic opportunities, build your brand, and tap into its powerful job board.
With more than 2 billion users, Facebook is the most popular social network and holds great promise for any business that wants to extend its reach to prospects and existing customers. Facebook Messenger, in particular, gives you the power to engage with scores of people with key brand messaging. With Facebook Messenger, you can reply to selected conversations, convey important messages with AR (Augmented Reality), and add Face ID to secure chats.
Your marketing team will be drawn to TikTok because it is ideal online real estate for increasing your target audience reach, as well as fostering consumer engagement. Users will typically spend more time on TikTok than on other social media platforms, spending, on average, 52 minutes a day on this app. This rewards your business with ample time to connect with users who fit your target audience.
If your targeted demographics skew toward younger people, then Instagram could prove to be a valuable social media platform for your business. What works especially well on Instagram are photos and short videos with a minimal amount of text. It also integrates with your Facebook account.
6) Messaging Apps
More than 4 billion people worldwide are using messaging apps such as Telegram, Signal, Line, Viber, and WhatsApp – which has been downloaded by more than 1 billion users. And 56 percent of these people report that they have used these apps to connect with businesses.
Messaging apps enable your business to reach out to and engage your customers in real time. You can also respond to your potential leads and existing customers instantaneously.
The speed of messaging apps is sure to outpace other channels like phone or email.
Connect with Your Customers at Burbity Workspaces
Burbity Workspaces is here to provide you with meeting and conference rooms as well as event space for your staff to meet your customers. Our 5,000 square-foot event venue is an ideal place to host meetings between your employees and customers in order to build stronger relationships with your end users.