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3 Customer Communication Channels You Can’t Afford to Ignore

Your customers have changed. New technologies and mediums have refined their needs and adjusted their expectations. They have adapted to their new environment.

The digital age has moved your customer online, providing new channels for them to communicate and interact with their favorite brands and small businesses.

Between Facebook, Twitter, Instagram, and many more, billions of people are using social media every single day. What started out as a realm for sharing lunch selfies, ugly baby portraits, and trashy memes has turned into a customer service powerhouse.

While this makes social media a fantastic opportunity to engage your customers and drive sales, it also means it is a place where people go to find help and support.

And you know what? A whopping 59% of those complaints go completely unanswered, while social media as a whole is ranked as the slowest method to resolve customer service issues. Talk about missed opportunities…

Try this: Does your business have a social media presence? Setup a business account on all the major social media platforms, and display them in all of your printing materials. Give your customers the option to communicate with you there, and monitor closely. Watch for any mentions of you or your company, and respond quickly.

Chatting apps like Whatsapp, Facebook Messenger, and Kik are among the most popular apps on the App Store and Google Play, with billions of people using them daily.

Even with the wide variety of chatting and social media apps available, traditional SMS text messaging is just as popular as ever, with 350 billion texts sent every month. Why? With text messaging, you never have to worry about platform compatibility and internet access. If you have a phone, you can receive text messages.

Until now, brands and retailers have had a difficult time monetizing the platform. But that is rapidly changing with companies like Uber, Facebook, and Shopify using text and chat to communicate with customers.

While tech companies continue to develop fancy new chat platforms for communicating with customers, and we wait to have access to them, you can do it the old-fashioned way right now; SMS texts from phone to phone.

Try this: Give out your cell phone number to your customers, and give them the option to text you next time they are in need of some support. You’ll find that most people would prefer to send a quick text than have a conversation on the phone.

In addition to finding new ways to communicate support with your customers, one of the most popular forms of customer service involves almost no communication at all.

Fortunately, it isn’t too difficult to imagine. Ever since Google came into our lives, we have become accustomed to receiving answers to our questions the instant we think of them.

Many companies have applied this thought process to their customer support by providing self-service help desks, support kiosks, and FAQ pages to help customers find answers to common problems, instantly.

As a small business owner, someone would come into your store or office, present their problem to you, and then expect you to provide them with a solution. Easy enough, right?

As a small business owner, someone would come into your store or office, present their problem to you, and then expect you to provide them with a solution. Easy enough, right?

All our posts are curated for you by the guys at http://www.mindyourownbusinessuk.com  we scour the web finding posts to enhance your small business and improve your day-to-day. The Mind Your Own Business Revolution; agitate dinosaurs, avoid extinction and evolve your business.

About mark@jmgassociates.com

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