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The importance of your customer communication management

Customer service is the assistance you provide to your customers before, during, and after they purchase and use your products or services. Client service isn't just about customer satisfaction and support, contrary to popular opinion. Instead, it's a key customer communication management that influences the culture of your entire organization.

As we all know, customers no longer buy products. They invest in a positive experience during the customer journey. As a result, every engagement with your company, whether with customer experience, sales, or marketing, affects the customer's overall experience.

This is also why, in order to increase customer communication and generate pleasurable experiences, effective customer communication techniques should be implemented as a business-wide plan. For example, having a defined customer communication strategy can aid in the creation of repeatable user experiences. It doesn't matter whether a consumer interacts with a service or marketing representative in such a system; they will have great experiences at every touchpoint throughout their customer journey.

In this blog, we will briefly touch upon the importance of customer communication management. Also followed by ten tips to improve your customer communication strategy.


What Is Customer Communication Management?

Customer communications management is a collection of procedures for improving interactions between your company and its clients. You may better engage your users with customer communication management by providing consistent brand management. Also, you can allow assistance across all channels, effectively addressing their pain points.

Client communication management improves customer acquisition and retention by optimizing your whole communication strategy.

The Importance of Your Customer Communication Strategy

The ways in which businesses engage with their clients have shifted in recent years. Email, SMS, social media, live chat, and chatbots have supplanted traditional modalities like mail, fax, and call centers.

These changes have resulted in the world no longer being connected from 9 to 5. Instead, we expect companies to be online 24/7.

According to a Statista report, there are 63% of internet users worldwide. Around 52.4% of the global online population access the internet from their mobile devices and more than half of the global population is estimated to go online using mobile devices. Besides spending an increasing amount of time on the internet, the way people shop and interact with brands has also changed.

In recent years, it has become increasingly important for the consumer to read up on a product/service before spending any money. According to a Statista report in 2021, nearly 70% of online shoppers typically read between one and six customer reviews before making a purchasing decision. Also, according to Stat Review 42, 73% of customers use an average of four channels during their buying journey.

The rise of digital touchpoints, as well as altered behavior patterns, has altered communication flows. As a result, user expectations have changed. The majority of customers demand consistent experiences across several touchpoints and round-the-clock service. They don't think of your brand in terms of silos; instead, they demand a consistent experience regardless of when and where they encounter it.

With innovative customer care technologies at your fingertips, there's no need to feel overwhelmed. Try to integrate numerous touchpoints into a common platform. Also, try to develop a great communication plan for your company because now it is easier than ever. The parts that follow will teach you about customer service automation as well as other tips for boosting your customer communication strategy. All of this can be achieved with the Live Platform.


10 Tips to Improve Your Customer Communication Strategy

Here are ten tips to improve your organization’s customer communication strategy.

1. Have Specialized Customer Service and Success Managers 

The goal of customer success isn't to increase sales. Instead, it focuses on helping clients get the most out of your product or service. The growing importance of customer success has resulted in the creation of a new position called customer service manager (CSM). This job's role is to improve the customer experience in their organizations.

A sales manager's function is frequently confused with that of a CSM. However, this is wrong. A customer service manager (CSM) should be available to guide customers through the sales process and into the support phase. The primary responsibility of a CSM is to develop strong customer connections. Rather than acting as a customer service representative, these connections will provide timely value offers. As a result, your customers will be more loyal to you.

2. Segment customers by creating customer profiles

Personalization requires customer segmentation. It works by segmenting your consumer base into smaller groups based on demographic information or other factors. With segmentation, you can reduce the guesswork that comes with marketing. It's easier to produce personalized content that resonates with the audience and gets them to click when you have exact data for each group.

One company that uses market segmentation effectively is North Face. The North Face is an outdoor sportswear and activewear company. Psychographic segmentation aids in the understanding of the customer's journey. Also assists them in determining the cause of their behavior and developing appropriate tactics, experiences, and products. According to this statement, this company targets consumers with appropriate products using lifestyle segments such as travelers, explorers, and hikers. In order to deliver customized messaging, the brand focuses on a specific lifestyle segment -  climbers.

3. Improve the first customer experience 

If we asked you to tell us about the first time you had a truly memorable customer experience, you'd probably tell us about it in no time. How did the encounter leave a positive and lasting influence on you?

What if the first encounter, on the other hand, leaves you upset, disturbed, annoyed, and frustrated? It could end up putting your company in jeopardy. The Live platform can help improve your first customer experience. As a result, we can conclude that providing a favorable first impression not only makes your consumers pleased but also increases revenue.

4. Take an omnichannel communication approach

According to Omnisend statistics, customer retention rates are 90% higher for omnichannel than for a single channel. With an omnichannel customer communication management that smoothly combines the online and offline worlds, you can reach customers wherever they are.

It's impossible to discuss Omnichannel without mentioning Disney. Disney destroys the tailored customer experience with an omnichannel strategy. This strategy outperforms just about every brand experience out there, from in-store to in-park.

Once a guest has booked their Disney vacation on their hyper-engaging website, which is accessible on both mobile and desktop, they may explore the resort. Also, they can browse attractions, and check the wait times for their Disney experience while on-site before stepping into the realm of make-believe.

Additionally, an omnichannel customer communication strategy/management eliminates boundaries between various customer touch points [as with Live Omnichannel Customer Support]. That's why it's critical to figure out which communication channels your customers prefer before figuring out how to provide a consistent experience across those methods. Using a chatbot on your website, social media pages, and mobile app, for example, could be a fantastic idea. You can also connect your customer service platform to your CRM to create an automatically updating customer database.

CRM solution - Live by ASEE

5. Devote in live-chat tools for customer communication management

Any user-centric business relies on good customer service. The majority of customers anticipate prompt, dependable customer service that includes at least some customization. If you fail to give excellent customer service, customers will abandon ship for organizations that do.

Using live chat software like Live on your digital touchpoints can help you provide dependable customer service and create consumer confidence. Live chat allows for real-time cooperation for faster troubleshooting and query resolution, including features such as co-browsing and video chat.

According to Econsultancy statistics, live chat has the highest satisfaction level of any customer service channel, with 73%, compared with 61% for email and 44% for phone.

Related Read: 5 Ways to Improve Your Omnichannel Customer Experience

6. Develop support channels for self-service

‘Self-Service’ is a key method of assisting your customers. Predicting future issues or concerns and creating solutions or support manuals would undoubtedly assist your clients.

It is a necessary component to follow in order to increase customer communication management. Also is needed to eliminate client service faults, and clear up any ambiguity about your product or service. You can make documents like these to help you out:

  • FAQs
  • Knowledge base
  • Video tutorials
  • How-to guides

Knowing what your customers want and having the necessary supplies on hand can benefit them a lot. It also aids in reducing customer repetition and improves customer communication abilities.

7. Measure & monitor customer communication management metrics regularly

You can't enhance something you can't track. That's why it's critical to establish and track essential customer service communication metrics, including first response time (FRT) (to improve response time for every encounter). The average response time and customer satisfaction (CSAT) metrics are also important in determining your customers' happiness levels. These KPIs should be part of your overall customer success measurement strategy.

8. Request feedback from customers on a regular basis

Feedback is a gift, and you should solicit it on a regular basis to enhance your service and customer happiness. Customer feedback is beneficial in various ways:

  • Allows you to learn how customers feel about your company.
  • Identify your communication strategy's flaws.
  • Opens the door to a long-term relationship by initiating a conversation.
  • Determine and correct any defects in your product or service.
  • Customers should have a sense of being heard and valued.
  • In addition to gathering input, it's vital that you act on it and inform them about the steps you took (or didn't take, and why).  So they feel invested in your company.

9. Create knowledge bases for self-learning

A knowledge base is one of the most effective self-learning tools for supporting users and ensuring client success. Nike's knowledge base is an excellent representation of the brand.

Rather than a list of frequently asked questions, it's referred to as "Quick Assists" in sports terminology. It's also done an excellent job of collecting frequently requested questions together at the top. Customers will feel alienated if your knowledge base does not suit your brand's tone and appearance. Language and representation are quite important, especially if your product is one of the first to be displayed in search results.

Make sure to research the best knowledge base software solutions to get a solution that meets your company's requirements.

10. Instead of reacting, be proactive

A proactive customer service strategy aims to prevent problems from arising in the first place. A reactive strategy, on the other hand, is built on reacting to events after they have occurred. Traditionally, customer service has been a reactive process.

Many businesses, on the other hand, are taking a proactive approach to customer service. They are focusing on fixing issues before they arise. The Chicago Music Exchange is an excellent example of a business that is proactive without being overly supportive. Customers who visit the site are aware of the message right away. They're also aware that, if necessary, they can use the widget. They can also start a conversation with a sales representative right away.


Conclusion

Increase user engagement and brand loyalty with a single customer communication management. It's necessary to provide customer service tools and identify areas for improvement. Also, it's critical to cultivate a customer-centric culture so that everyone on your team is working towards the same objective.

Looking for customer communication management software for your company?

By optimizing and automating internal and external communication, Live helps businesses all over the world increase their profitability. Additionally, it aids processes that allow customers to actively engage with their brand.


Find out more information on how Live product family can support and enhance your CX strategy.

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