Whether you’re a new player in the industry or a market leader, customers are vital to your success. Without them, there is no way to sell products or services and keep the profits turning over. So, communicating with consumers is one of the most important parts of running a business. After all, you can answer their questions and provide a high level of customer service. However, lots of companies aren’t available to speak all of the time. Although there are only so many hours in a day, a representative should be on hand just in case.
With that in mind, here are the four tips that will keep both parties connected.
1: Provide Range Of Methods
No one said that a business has to answer the phone regardless of the time of the day. Yep, a phone call is one of the easiest and most popular ways to keep in touch, but there are other options. Nowadays, the majority of customers might even prefer to communicate via social media. By creating and maintaining an array of profiles, there is a bigger chance you won’t miss their query. An email address is also a savvy addition. Any firm that is available via a phone call, tweet or email shouldn’t worry about being absent.
2: Create A Social Media Team
Because social media is such an important tool, you should create a job role. In simple terms, the position includes sitting at a desk and dealing with tweets and Facebook posts all day. Sure, it’s a little boring, but it’s an essential part of staying connected. If you ignore social media for half an hour, there could be dozens of responses on your return. Anyone that doesn’t get a quick and succinct answer will bounce, which is a potential sale down the drain. Multiply by a hundred and you have a big problem.
3: Outsource
Let’s face it – answering a phone is a big deal. Okay, it might not seem like it, but there is more than meets the eye. For one thing, the phones ring off the hook on a daily basis. And, there might be hundreds if not thousands of people waiting on hold. The effort involved in dealing with this in-house is too much for one company to bear. Thankfully, customer service businesses and boutique answering services are on hand to help. They have all the resources to deal with the influx, plus it’s cheaper than taking care of it internally. Just make sure you choose wisely because their standard reflects on the firm.
4: Divert To Mobile
As the boss, the last thing you want is to deal with difficult people. However, sometimes there is no option other than to roll up your sleeves. The client or customer might be a valuable asset, in which case you can’t put them off until the morning. Handing out a personal contact number isn’t an alternative, to be honest, but diverting them is.
A piece of advice: only do the last one when it’s necessary.
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Vinh Van Lam & Stuart Horrex
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