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The Rapport Report
7 Ways to Elevate Your Customer Communications
POOR CUSTOMER COMMUNICATION LEADS TO LOSS
One of the most important factors in a relationship is communication. Personal and professional relationships with seamless communication have an uncapped potential for success, while poor communication inevitably leads to loss of revenue, customer loyalty, and potential leads.
NewVoiceMedia’s 2018 “Serial Switchers” report reveals poor customer communication is costing businesses more than $75 billion a year.
However, there are tweaks we can all make to our customer communications to prevent such astronomical losses.
As our world shifts towards more digital interactions, how can we foster customer relationships with communication that builds trust?
1. REDUCE TOUCHPOINTS
A touchpoint is any point of contact where customers engage with a business. By understanding what the customer wants, touchpoints are reduced, quickly addressing customer needs. When speaking with customers, it is essential to identify their needs and concerns quickly and conveniently. Then, empathizing with them to let them know you understand what it is they want. From there, you can either help them directly, or send them in the right direction to resolve their concern.
2. USE ENGAGEMENT TOOLS (INTEGRATED BOTS)
In a world saturated with information vying for a customer’s attention, how you approach customer service can set you apart. Engagement can be tricky; however, using a platform like Rapport’s, allows companies to deploy bots. The bots humanize the virtual experience and can catch your customer’s attention.
“We need to communicate with machines the way we communicate with each other. And that’s the goal of Rapport: to make these human-machine interactions more human, and less machine.” (Understanding the Science Behind Rapport).
3. EMPATHY IS EVERYTHING
When interacting with leads and customers, empathy is vital. There are many ways to implement empathy into your communications:
- Add a personal touch to your email responses
- Address customers by name
- Send out personal messages appropriate for your business, such as a birthday email, a year’s subscription, donation, etc.
4. BE HUMAN
As technology has become more prominent in our personal and professional lives, face-to-face communication is hugely valuable. The pandemic has forced many entities and institutions to go remote, and with that are unique challenges. Whether it's technical issues preventing us from finishing a meeting, or projects surpassing deadlines because the team can’t be in the same room, we have seen the effects of lack of face-to-face communication.
Rapport recognizes that “face-to-face communication is the bedrock of human society. It is such a fundamental human behavior we aren't even aware we do it, let alone how special it is” (Michael Berger).
Using the Speech Graphics core technology to analyze voices and visualize both AIs and humans as avatars, Rapport can encourage this level of human communication.
Taking feedback into account is extremely important. Receiving customer feedback allows your company to gain insight into what they like and what they don't. From there, you can make informed changes.
There are many ways you can collect valuable feedback. Instagram and Facebook are great places to poll followers about various aspects of your product or service. On your website, forms are a convenient spot for customers to rate their experience and share specific details.
Make sure you add a convenient place for them to leave the feedback, like a feedback button, which brings us to the next point.
6. WATCH YOUR BUTTONS
Utilize integrated buttons so your customers can reach you. Add buttons that say “Chat now” or “Give us a call” to let your customers know you are available to assist them.
Pop-ups can also be helpful so customers can stay in the loop by signing up for email newsletters, receiving offers, or taking a survey.
The bottom line is to make sure your customers can conveniently contact your business. Having buttons and pop-ups reminds them you are there and happy to assist them, no matter their concern.
7. TRACK PROGRESS
The surefire way to see if your adjustments are working is to track your progress. Sit down with your team to develop several key performance indicators (KPI’s) to monitor for some time. Some typical customer service communication metrics are: first response time (FRT) to improve the response time across every interaction, average resolution time (ART) to reduce the resolution time, and customer satisfaction (CSAT) metrics to understand whether your customers are satisfied or not (Reve Chat).
THE BOTTOM LINE
Strong communication gives your business leverage over your competitors and keeps your customers coming back. By implementing and improving these seven tips, employee morale, company congruence, and customer satisfaction will improve.
CTA: Which element do you find to be the most challenging in the workplace? Tweet us your thoughts, and let’s start a discussion!