In today’s digital age, there is no shortage of ways for consumers to communicate with businesses. With more choices than ever, some people may still prefer the telephone. However, an increasing number now prefer text messages, email, and web chat.
Allowing customers to communicate with your business on their own terms is a simple way to show that you value them. Below we will discuss five tips for improving your customer communication in 2021. The key takeaway: make sure that your business is reachable whenever and however consumers want to talk.
Be available when customers want to chat
The internet has given many businesses the ability to be “open” 24/7. Customers can place orders during non-business hours, and many also expect to be able to get in touch with your customer service team around the clock. If you don’t have the budget or resources to hire additional staff, consider outsourcing your customer service to a 24/7 answering service. Offering 24/7 support means being there for your customers when they need it; no matter what hour it is.
Be reachable via text message
Text messaging has become incredibly popular in recent years, with over 6 billion texts sent every day in the United States. Not only do people text to communicate with friends and family, but also with businesses. Data shows that 61% of consumers think businesses should use the same number for calling and texting, and 58% of consumers have tried to reply with a text message after missing a call from a business. In other words, you’re likely missing out on business opportunities if you’re not already offering a text messaging solution.
We recognized the power of text messaging early on, and we’re proud to have been one of the first live answering services to offer a two-way SMS solution. Our Care2Text feature enables our clients to advertise a phone number that their customers can use to communicate with them via text message. Our live agents will respond to messages in the same fast, professional way that they would answer a question via phone. With 98% of text messages being opened, it’s a great way to get in front of your customers and make sure your messages are seen.
Check and respond to emails
People prefer email as a communication method for a variety of reasons:
- It allows them to read and respond to messages at their convenience.
- It’s free and easy to use from anywhere in the world.
- It’s a simple way to keep an organized record of conversations.
With customers, vendors, and other important contacts reaching out to your business via email, it’s important that it’s being monitored by someone who can reply in a timely manner. Partnering with a live answering service means never missing an important email again.
Add live chat to your website
With 79% of consumers saying that they prefer live chats, it should be a part of every business’ strategy for 2021. However, if you’re going to add a live chat functionality to your website, it’s crucial that you manage it correctly. Over half (52%) of consumers are more likely to repurchase from a company who offers live chat support, but data shows that 21% of live chat requests go unanswered. Customers expect to get a response within 10 minutes or less, so it’s important that someone is always manning your live chat system.
Take advantage of outbound virtual answering services
If you have a message that you need to get out to lots of people at once, voice broadcasting is a great, easy way to do it. Whether you have an upcoming event, a special promotion or an important message, outbound virtual answering services allow businesses to reach a list of contacts instantly. Answering Service Care is proud to be launching a voice broadcasting option in Q1 of 2021.