It’s a no-brainer that a business needs to filter what it communicates to its customers. There’s something more important than this. Any idea what that is? Well, its the communication channels that it uses to engage with its customers. Just like it’s important to know what to convey, it’s equally important to know where to convey it.
As far as today’s customers are concerned, they are very particular about their convenience. The fact that you answer your customers in the same way as they reach out to you makes them feel valued and eventually choose you over your competitors. So, in order to be loved by your customers, you need to be present on the communication channels preferred by your customers.
Here’s a list of the channels being preferred today.
Website:
A well-designed website is a necessity for any business today. It is the very first step towards providing an exceptional customer service. Anyone interested in your products or services would first search you online today. That’s the reason you need to be there where your target audience is. You need to have an optimized website that’s capable of enticing the potential customers, converting them and resolving all their queries.
Journey maps:
Customer journey mapping is also amongst the most preferred communication channels today. The reason being- it helps bring context to communication. A good journey map helps dig deeper into customers’ interests and visualize how you can use contact data to personalize their path so as to provide an exceptional customer experience.
Social platforms:
Almost all of your target audience is there on social media platforms like Twitter, Facebook, Yelp and more. So, it goes without saying- you just can’t miss being there on these social platforms. This communication channel provides an unrivaled opportunity to transparently address your customers’ concerns.
Live chat:
Live chat does it all- right from lead generation to enhanced customer service, it helps gain everything that you need. This communication channel is preferred irrespective of customer demographics or the nature of the service inquiry, due to the anonymity and instant query resolution that it provides.
Push notifications:
This is yet another preferred channel out of all the communication channels being leveraged today. Push notifications through a mobile app can be an unobtrusive way to reach out to your customers.
Make sure you do not miss out on any of these!