Choosing the proper communication channel is crucial.
In the past, things used to be simple. There was a limited number of Communication options they were basically a letter, fax and a phone call. Today, things have changed significantly and on top of these options came to a lot of new ones that complicated the whole situation.
Nowadays, you must choose the right way of communication – the one that suits your client the best and that will have the proper effect. Otherwise, you might end up in a ditch and completely turn away the important clients.
The list of the most effective modern communication channels includes:
Face to Face
Steven Buchanan from the writing service Assignment Masters believes that picking the proper one is the crucial part and a wrong choice can lead to failure. Therefore here are the main advantages of each of these communication methods, with a couple of advice that will help you with your decision making.
92% of all customer interactions happen over the phone.
Other types of communication are very useful and in many cases they are enough, but when something needs to be done urgently, a phone call still remains the number one solution. When there are a lot of details, a lot of questions in communication, in order to have no misunderstandings, it is preferable to use a phone. Other communication channels can just water the communication down and make things much more frustrating and messy.
That is best shown in the situations when a quick action is needed – for instance, if your credit card is stolen, or if there is an unexpected shortage of supplies. In that moment, time is essential and a direct phone call conversation resolves the situation in the fastest possible way.
Email is one of the most practical and simplest ways for communication with your clients without interrupting their schedules and while respecting for their time. They are also very practical because they always leave a trail and evidence of what was claimed, said, promised and are very handy if there are a lot of persons that are in the loop, that need to be regularly informed.
There are two major types of email:
The regular one is more cost-effective, but it needs to be written in a certain way and to motivate a client for interaction (so-called “call to action”).
Direct mail, on the other hand, costs more but has a bigger influence and a much better effect on the customer.
Customers resent brands that bombard them by emails.
Triggered (direct) mail has 624 percent higher conversion responses for the same number of sends when compared to regular emails.
On the other hand, emails need to be integrated with your website, social media, call centre, etc. in order to give your customers the best possible experience and not a disappointment. Also, if you are looking for a quick response and interaction, a phone call or communication over Social Media Platforms is certainly a more secure solution.
Social media are one of the best ways for communication with clients because you are contacting them on their field, where they are already present. Their interaction with you doesn’t require any additional effort, they can do it from the commodity of their living room or while they are on the go, which makes things much easier and therefore, more effective.
You can simultaneously share your content (tips, updates and interesting stuff) and try to grab the attention of the clients and establish yourself as a relevant and preferable service provider in your field, so when that type of service is needed your business is the first one that comes to their mind.
59% of Americans with social media accounts think that customer service through social media has made it easier to get questions answered and issues resolved.
The best social media platforms for communication include:
Social Media also allows for a more personalized communication.
Social media platforms not only allow you to constantly share information without making a pressure on any of the sides, but also provide a way for a discrete, more personalized interaction that is sometimes necessary, through their messaging services:
Twitter direct messages
77% of consumers with texting capabilities aged 18-34 are likely to have a positive perception of a company that offers text capability.
Statistics prove that SMS is still important in people’s lives.
Although this is the time of smartphones, good old SMS still finds its purpose. It may not be the best choice for important issues and quick problem solving, but for paying parking, reminding clients of their reservations or informing them of the sales or promotions, there is a no better way than an SMS. People have a tendency to read SMS much more often than email and it doesn’t need internet, which makes them a perfect solution.
Face to Face
Talking face to face with your customers will never be obsolete. There is no real substitution for a human voice and eye to eye contact. People like to be treated as human beings and not just a number. Your direct communication will help that feeling flourish and, at the same time, it will develop your relationships and your company’s image.
If it is possible to also add a personal touch into the conversation, remember their kids or wife’s name, their favourite sport, etc. and subtly incorporate that into the conversation. Don’t forget: at all times, keep the focus on the customer and not on yourself. Talking to a customer like a real person, while adding a little bit of personalization, can do miracles.
Proper Communication Channel
Some clients might prefer one way of communication, others are completely different. The best way is to talk to your clients and see what do they like and make a record of that information, so you can respect their decision. If you think that a different way of communication will be better, try to explain that to them, but don’t be assertive. The last thing you need is to put your clients into an uncomfortable position. Don’t forget, it is up to you to adapt.
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