Communication with Clients
These days, there are more ways than ever to communicate with each other. Not only does this include new ways to connect to our friends and family, but also ways to contact our customers. Communication is a two-way street, and clients are finding and contacting your business in many different ways like social media, online chat, and text messaging. Whether you offer emergency services or just standard services, all business owners should be aware of and take into account the variety of ways that clients can find and contact you. Every method of communication should be seen as an opportunity to expand your client base.
As social media networks have grown in popularity they have expanded into new forms of communication. When utilizing social media platforms like Facebook or Twitter, it has become standard practice to simply post on someone’s page, but there are also ways to chat directly, allowing for a 1:1 communication method that can happen without delays in response time. Recently, Facebook has announced that it will offer a messaging system that will allow clients to contact businesses directly with messages from both computers and mobile phones. As your network of Facebook contacts expands, this could be a great way to allow new clients to contact you.
Chat systems have been around for many years. However, as users get more confirmable getting answers from a chat, these systems will continue to grow. It is important to be aware of how the chat systems work in the platforms your company is making use of, as well as monitoring them for new communications. Customers who are comfortable using chat platforms will expect someone to be on-hand to offer assistance and answer any questions they may have. Even if all your representative does is get the information pertaining to the job, they will be able to follow up with a phone call or email, resulting in new customers for your business. Chats are a great alternative to form submission, allowing your customers to get quick answers in real time.
Text messaging is a quick and easy way to stay in touch with your clients. Text messaging is widely accepted and for some even a preferred method of communication, which means that many of your clients these days will respond well to updates on service via text message. It’s a good idea, however, to be aware of your client’s preferences regarding this method—while some people prefer to text, some will not appreciate it at all. Many companies these days are even allowing text messages to be sent to their business numbers, which may allow more communication from clients who are less comfortable over the phone. Make sure that you keep in mind that while text messaging may be informal between friends, your business texts should always be professional.
Remember, while all of these methods are great ways to allow your clients to reach out to you—they may not be the perfect solution for your business. For example, it may be better not to offer chat services if you cannot spare the manpower to have someone to monitor the chat as you would a phone line or email account. Also, it’s good to remember that in emergency situations, clients are far more likely to reach out using a phone line rather than a text message. We would love to hear your thoughts and ideas about how your business plans to use new technology to communicate, as well as what you are doing now.