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How to Handle customerconversations

Use a customer-centric CRM (CustomerRelationship management)

If you use a traditional communication process, problems canarise such as:

  • Unorganized conversations
  • Missing important information that was discussedwith customers in other departments
  • Inefficient use of time.

Choose a customer-centric CRM that has a conversationalinterface for modern customer relationships. Look for features such asautomatic recorded activity and email intelligence that allow you to organize andquickly respond to conversations.

Your CRM should have the following four strategies on how tomanage customer conversations;

1. Meet your customer on the right channels

Use the right channels to help with both prospecting andcustomer nurturing. To make it easier for customers to reach you, you should beavailable on multiple channels such as Live chat, Social media, Email, Phone, SMS/text.

To get the best channel for your business, consider audiencedemographics and the complexity of your product or service. If possible, eachchannel should be integrated on one platform in order to have a holistic viewof the customer and be aware of what’s going on to help exceed customerexpectations and also increase customer satisfaction.

2. Engage Proactively

Customers like to always feel valued. Don’t make the customerreach out instead reach out to them. Track customer activity to provide quick,quality responses. Customers consistently take to this platform to talk eitherpositively or negatively. If they are talking negatively, ask them how you canhelp or can offer problem-solving resources.

Always show your customers that you’re listening. Offerquality answers to them and also the resources to solve their problems.

3. Balance automation with the human touch

Automation should complement human interaction and noteliminate it. Automated communication can make the customer conversations feelimpersonal. When facing difficulties, most customers need to talk with a realperson. Ensure that your reps are there to offer personal assistance.

You can automate tasks that waste time and those that won’taffect the customer relationship such as sorting emails and basic FAQ. Yourgoal is to create a communication strategy that is efficient and is amazing tothe customers.

4. Focus on current customer conversations.

Your CRM should be able to track conversations across channelsand departments, which allows you to identify opportunities for customerretention. By using a system that integrates support tickets with sales, youensure that there are no opportunities to close a deal. You should ensure thatcommunication for the customer is seamless.

5. Put your customers first in conversations

If you are using an outdated process for communication,choose a CRM and a strategy that focus on the customer because they are themost important part of your business. When you are having meaningful andquality conversations with the customers, you tend to create strong customerrelationships which provides a competitive advantage for your business.

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