Tips to Build a Customer Communication Management Strategy (2021)-1

why positive customer communication strategies should be adopted as a business-wide strategy to improve customer communications and create delightful experiences. For instance, having a standardized customer communication strategy can help create pleasant user experiences that can be replicated. In such a system, it doesn’t matter whether a customer is interacting with a service or marketing rep — they will experience positive interactions at every touchpoint on their customer journey.

In this post, we will briefly touch upon the importance of customer communication management, followed by nine tips to improve your customer communication strategy.

What is Customer Communication Management?

Customer communication management is a set of ways to create better interactions between your organization and customers. With Customer Communication Management, you can better engage your customers through consistent brand management and help them effectively address their pain points across all channels.

Customer communication management strengthens customer relationships by improving your overall communication strategy to improve customer acquisition and customer retention.

The importance of your customer communication strategy

Over the years, companies have changed the way they communicate with their customers. Traditional methods such as mail, fax, and call centers have given way to new digital methods such as email, SMS, social media, live chat, and chatbots.

Thanks to these changes, the world is no longer connected from 9 to 5, instead, we are online 24/7 and expect the same from the businesses we deal with.

A 2018 Pew Research Center survey found that 77% of Americans go online every day. 43% of respondents were online several times a day, while 26% were constantly online. Those with mobile connectivity spend more time on the Internet, with 89% of mobile users visiting the World Wide Web daily. 31% of mobile users claim to be constantly online. In addition to spending more and more time on the Internet, the way people shop and interact with brands has also changed.

According to Google, 59% of consumers research online before buying a product or service. Another Google study found that only 11% of users could be considered strictly “online users” and about 80% could be strictly considered “offline users”. It also states that the average consumer uses more than three touchpoints in their sales journey. Another survey found that more than half of American businesses use at least 10 different channels to communicate with consumers.

The emergence of digital touchpoints and changing behavior patterns have changed the flow of communication. User expectations have also changed. Most users expect smooth experiences in different touchpoints and 24/7 support. They don’t look at your brand in silos but expect a unified experience, regardless of when and where they interact with your brand.

But you don’t have to be overwhelmed by advanced customer support technology at your fingertips. It’s easier than ever to integrate different touchpoints into a single platform and create a strong communication strategy for your brand. The following sections will introduce you to customer service automation and other similar tips to enhance your customer communication strategy.

9 Tips to Improve Your Customer Communication Strategy

Here are nine tips to improve your organization’s customer communication strategy.

1. Dedicated customer service and successful managers

Customer success is not about driving sales. Instead, it focuses on helping customers achieve the promised results with your product or service. The growing importance of customer success has led to a new post for Customer Service Managers (CSMs), dedicated to enhancing the customer experience in their organizations.

The role of the CSM is often confused with that of the sales manager. But this is wrong. Ideally, a CSM should guide customers through the sales process in the support phase. Instead of acting as a customer support agent, CSM’s role is to build deeper relationships with customers so that they can be offered timely pricing. This helps customers achieve their goals while building more loyalty to your business.

2. Create customer profiles to distribute to customers

Customer distribution is essential for privacy. It works by breaking down your customer base into smaller parts according to demographic data or other such parameters. With distribution, it becomes possible to eliminate the estimates involved in marketing. With accurate data for each group, it’s easier to create personalized content that resonates with your audience and makes them click.

3. Take an Omnichannel communication approach

Statistics show that businesses with omnipotent customer service strategies retain an average of 89% of customers, while businesses with weak omnipotent strategies retain 33%. The Omni Channel Communication Strategy helps you meet your customers where they bridge the gap between online and offline without interruption.

An example to cite here is Sephora, which links its customers’ online purchases to their store visits. While shopping, consumers can use the tablets provided inside the store to access their Beauty Bag account. They can see the details of the items and put them into practice before adding the items to their wish list to complete the purchase.

An omnichannel communication strategy also eliminates the silo between different customer touchpoints. That’s why it’s important to identify the preferred communication channels from your customers before thinking about the best ways to provide a consistent experience with the identified channels. For example, using a chatbot on your site, social media pages, and mobile app can be a good idea. You can integrate your Customer Support Platform with your CRM to automatically store up-to-date customer information.

4. Invest in live chat tools

Customer service is the heart of any customer-oriented business. Most customers expect fast and reliable customer support with at least some form of personalization. And, if you fail to deliver it, you can expect customers to ship to businesses that offer a better support experience.

Integrating live chat software such as getting to your digital touchpoints can help you provide reliable customer service and increase customer confidence. Live chat enables instant communication with options such as browsing and video chat to enable real-time collaboration for faster troubleshooting and query resolution.

According to Techies, 63 consumers are more likely to return to a website that offers live chat. The following image shows that Live Chat is the preferred channel for customer support.

BENEVOLENCE TECHNOLOGIES is a leader in Enterprise Content Management products services. Our EIM products enable businesses to grow faster, lower operational costs, and reduce information governance and security risks by improving business insight, impact, and process speed. We power digital transformations to empower the intelligent and connected enterprise.