Managing customer interactions successfully is vital to maintaining sustainable relationships with your consumer market. In today’s fast-paced world, time is the most precious currency your average consumer holds—and saving it should be your priority. It’s important that you leverage the new tech rolling out into the market to design a seamless, efficient, and useful customer service experience. Studies have indicated that repeat customers make up a large chunk of an average business’s annual turnover. If you’re wondering how to upscale your customer experience, below are a few tips that can come in handy:
Think Problem-Solving
Apart from a customer registering for your service or reaching out to make a purchase, most of their interactions would be around issue resolution. Meaning that a customer would reach out to your business to solve a problem they have run into with regard to your product/service. Focus on developing a system to pre-emptively track and resolve issues for your customers. This includes setting up live chat services, putting together helpful guides that can be easily accessed in your app menus or help section. If your business doesn’t require an app, make sure you have a stellar UI on your mobile website, and customers can easily access these guides to troubleshoot. The idea is that you must be easily accessible to the customer when they turn to you with a problem.
Personalize the Communication
Personalization refers to tailoring the communication to the customer’s status, where they are, their purchase history with you, and their preferences. This gives the customer a sense of being seen by the business. Imagine that you have a mobile application for your company. Then, you will be able to use such data as the interests of the customer, their location, their past activity, and the patterns of user behavior to adjust the message to their needs. If you think, at present, your mobile app does not collect the data you need to improve the customer experience, you can utilize chatbots to initiate surveys that can help you learn more about your customers. Feedback is key to improving the customer lifestyle, and thankfully, with the evolution in tech, there are tools like in-app surveys that can help you source that information.
Smart Messaging to Connect Better
Connecting with your consumer base through text messages is an easy and swift way of getting across and receiving information from your customers. You can use it to share new promotions, sale alerts, and product launches with your customers, but it can also be leveraged to get feedback from your customers regarding their experience or even conduct beta-testing of your new products before you launch by inviting your regular customers to give it a try. The possibilities are endless. Just make sure to use the services of a reputable business text message service provider and consider using short code SMS numbers. These are usually 5 to 6 digit numbers that are easier for consumers to remember and enable two-way communication between you and your customers.
Push Alerts for Your Mobile Application
Push notifications are a great way of drawing in-app users who are losing touch with your app. The idea has been around for a while now, but successfully leveraging it to increase customer interactions depends on how smart you are about the content of push notifications. Some of the things to remember would be: make them timely and relevant. For example, if there’s a sale, the push notification should start with a strong call-to-action, followed by details like the discount percentage and deadline. This can create a sense of urgency and attract the customer. You can also keep track of user behavior patterns, bring up a product that they were previously viewing or added to the cart, and introduce a sale on it through push alerts. The goal is to keep the customer engaged.
Pay Attention to Your Customer
If you interact with your customers using any of the mobile tech, be it in-app chatbots, SMS services, or even cold calls, the most important aspect is gathering and making sense of the data you receive that indicates user behavior patterns and their feedback. If you’re using any of these tools to connect with your customers, it is likely you already have some data to get started. The goal should be to track, collect, and analyze it constantly. Keep your databases clean, interact with active customers on a regular basis, and ensure your push notification alerts and SMS do not spam inactive customers because that can do more harm to your business than good.
Conclusion
The incorporation of technology and data analysis will just be long in scaling up the growth of customer lifestyles. It is a matter of staying in line with the industry and being ahead of the technological changes.
