The majority of business owners are referring to content as the baseline of marketing strategy. However, the king who determines the fate of your business is the community. You need to use digital marketing strategies that promote your engagement with the online community. With the increased online marketing competition in Singapore, you need to emphasize on creation of new and fresh content that will promote Singapore community development. However, you need to understand the members of your business team better to ensure you achieve your goals. You need to create an online community that takes each other as a friend and can freely come to you for any business advice or query. This article goes through some of the best and highly useful tips on how to successfully engage with the online community in Singapore.
1. Personalize Support
Personalizing support is very crucial in enhancing your business engagement with the online community. Each problem is always unique, and you should not personalize it. Don’t use canned messages to reply to people’s queries. Let the community see you as an individual not a brand with a faceless identity. Online community management should be handled by real people with their personalities and characteristics. More so, they should interact with the community through the online business platform and even through individual messages. Show your human face to the community, and they will engage with you more.
2. Employ the Right Community Managers
The role of community managers is to engage and manage your online business audience. You hence need to hire a person who is proactive, passionate, and has interactive skills. If your business deals with people of different cultures or languages, you should employ a community manager who understands and is part of the culture for each one of these communities. More so, the managers should not be too immersed in technology that they have forgotten what is happening in their community. Hire managers who can free from the digital environment. They need to be able to look into the real-life interactions and give a new perspective concerning their communities.
3. Foster an Exceptional Community Culture
People like engaging more with people who seem to understand their culture and ways of doing things. Adopting a unique lifestyle that relates to your target online community is one way of achieving more interactions. You can do these by carefully observing the language of the community and then incorporate it into your business communications. You can also start using some organic symbols used by the community members. Communicating with your audience in the same way they talk to each other can also enhance your efforts of growing your online business community.
4. Define the Tone with New Members Integration
The first thing you should do when new members visit your business site is exposing them to the culture of the community through guiding documents, community moderation, and one on one interactions immediately. Send them welcoming emails and a series of extensive FAQs. You want to integrate them into the community by incorporating the ideas of your community culture in your communications.
5. Identify Community Moderators
Moderation is a sole issue of the community. You only need to select some community moderators who you can efficiently contact. The role of community managers should be culture preservation and encouraging other community members to carry out community moderation themselves by wearying inappropriate posts. You want to make the community feel a sense of ownership regarding the business posts and make them a part of your business like they are employees.
6. Promote Creation of Content That Match Your Community Interest
Knowing the type of content that is popular within your online community can go a long way in improving your engagement with the community. You can regularly use viral content to try and understand how you will create your future content. You can also try and base your content on the favorite topics or users that the majority in the community follow.
7. Recognize Power Users
Online community power users are essential in gaining the community’s perspective on technology. Power users are more effective than community moderators in acting as the brand voice. You should make sure that you create a group of power users and take note of their community and technology feedback aspects. You will then use the feedback to improve your online engagement with the community.
8. Use KPIs To Measure and Analyze Community Engagement
Engagement statistics are essential in measuring the community’s mood at any time. You should identify the KPIs that are vital for your online marketing and consistently measure them. Some of them include the time it takes to get a response to a question and the number of replies per online user. These statistics will help you know the extent to which people engage with your site and with each other.
9. Maintain Close Relationships with Communities Within Your Proximity
One of the best strategies in digital marketing is building relationships with other business brands in your industry. As you develop more interactions with more people, also work on improving your engagements with brands in your business strain. A good example is Victoria’s secret and Mac Cosmetics brand. These two are related to each other due to their same audience community. Develop engagements with both social media communities and relevant brands to your business.
10. Support Community-Related Discussions
Promoting community-related discussions is a perfect way to be part of the community. The modern community needs to feel that a business is a part of them and understand their problems. Your content should engage the community’s feelings by asking for feedback about their community. You want to hear their opinions and let them know you care about them. You can also ask for their views about various features of your business.
11. Provide Right Tools for Efficient Community Management
For you to accomplish all these strategies, you need to have adequate technology for all your community managers, moderators, and throughout your business platform. Some of the available technology that you can use include communication features between your managers and community members, automated moderation, and analyzing tools for scaling your content. You can also utilize imperative to identify, measure, and analyses your community reporting and moderation effectiveness.
How to Improve Customer Communication Strategy
Gone are the days when telephones were the best way to communicate to your friends and loved ones. Nowadays, you can connect to whomever you want through multiple channels, including email, social media, websites, and so on.
If you own a business, the best way to communicate to your customers is by using content that they find relevant. This, however, doesn’t mean that you should emphasise formality. You need to find a way to talk to your clientele without being to informal.
It’s vital for any business to have a formidable customer communication strategy. To achieve this, you need to understand what your target audience wants and invest in the right software.
What is Customer Communication?
Customer communication is such a wide term that it can’t be defined win a single sentence. Over the years, businesses have used different approaches to reach out to their clients, and each of these has its best practices that need following for success to be attained.
You must have a sound customer communication strategy to communicate effectively with your clients. Simply put, your strategy should aim at providing quality content, informative messages, and offer solution to pain points such that your target audiences shows interest in your products and services.
Many business owners mistakenly think that having customer support staff who are friendly is enough. Your sales and marketing team must also be well-versed with treating your clients in the right way. This is because marketing experts must increase your brand awareness and sales representatives need to convince more people to buy from you.
Some of the popular means of customer communication include face-to-face meetings, email, social media, live chatting, and phone calls. Of these, the online media are more productive, as more people use the internet nowadays.
How to Improve Customer Communication
Before investing in strategies to improve your connection to customers, here are some helpful tips on how to start.
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Use the Right Tools
Due to technological advancements, more people can now access the internet. This means that they can easily contact customer support through email and social media, and live chats. With the right tools, you can ensure that your customer support team deals with various challenges timely.
By dealing with multiple channels, you can solve customer issues faster. Using multiple channels also provides better insights about your customers’ sales journey.
Your customer support staff can also provide responses to clients in real-time through live chat. This approach also allows you to send follow-up messages and connect to their colleagues and learn more about their tastes and preferences.
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Be Proactive
If you’re subscribed to a particular product or service, it’s likely that you have called or written to their customer support, only to receive a response after several days. Nothing is as frustrating as waiting for a solution to a simple problem for days, especially if it’s a pressing issue. Being proactive means that your clientele don’t have to wait – it also improves customer loyalty and retention.
Live chat is the most effective way of interacting proactively with your website traffic. 79% of users prefer this method over email, social media and phone calls. This is because it’s fast and convenient, and in some platforms, it’s available 24/7.
Some triggers like tacking dwell time and monitoring the specific pages visited by your traffic van help improve customer communication. When you know the elements of your websites that your visitors like, you can optimise it for better results.
Proactive communication enhances engagement rates, increases your brand reputation and eases data collection. It also makes streamlines customer experience and gives more tools to your staff, which helps them to perform more effectively.
Whenever a customers has a question, try to answer as quickly as possible. Ideally, it shouldn’t take you more than two minutes to respond. Quick responses show your customers that you care about them and make them loyal to your brand.
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Use In-app Messages
One of the most significant challenges of email marketing is getting clines to open your messages. Sometime, they might ignore them, or even worse, mark them as spam. The best way to avoid these is by sending in-app messages.
You can use two approaches when sending in-app messages – whenever a user interacts with your or send them manually when you like. It would be best if you send these messages when your target audience is online.
Avoid emphasising marketing statements wen crafting your messages. Instead, send informative content more often. You can also provide in-app alerts about offers and long-term engagement.
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Susulan
Interacting with your clients consistently is vital, even after they have visited your online store or brick-and-mortar shop. Sending follow-up messages is a smart way of boosting your sales, increasing customer retention, and enhancing your lead generation campaign.
In case you’re wondering when it’s the best time to send follow up messages, here are some few tips.
- After selling an item, send a message. Ask if the customer is satisfied with the product. If not, they should tell you what to improve.
- Don’t ignore negative feedback. Instead, ask what needs to change to make the product or service better.
- Thank your customers whenever they post positive comments.
- Provide incentives whenever your customers achieve a particular milestone, such as one year after their first purchase.
- Provide regular updates about new products.
Source: Business 2 Community
That said, you shouldn’t rush to send follow-up emails. Give the customer time to think about the positives of your offering, and the features they’re going to miss out on if they don’t buy from you. More importantly, try to include valuable content in the message.
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Automate Your Customer Service
Convenience is a top concern for many consumers, which is why companies are increasingly investing in automated customer service. An added advantage of this approach is that it gives your human staff more time to deal with more intricate issues.
With automated customer support, clients will find faster solutions to their challenges. As a result, they are more likely to remain loyal to your brand. This is why it’s useful to install an AI-powered chatbot on your website.
Using artificial intelligence, these tools analyse the user’s question and provide the best possible response. The answers get better and more accurate with time, thanks to machine learning technology. Even better, these tools ensure that you save time.
That said, you must know when to invest in automation tools. If a platform interferes with the ways you communicate with your clients, avoid it. Keep in mind that customers remain loyal to a brand that resonates with their needs.
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Create Personalised Communications
Your clients must feel that they’re talking to another human whenever you talk to them. The conversation should also be aimed at catering to their needs. This is where personalisation comes in handy.
Train your customer staff to use the customer’s name when attending to their issues. You can take a step further and ask your staff to provide their name and profile picture, as this improves credibility.
Since today’s customers have an array of choices, employing personalised communication is an excellent way of getting ahead of your competitors. You can also offer incentives to your customers and encourage to write more product reviews, whether positive or negative. This way, you can improve your service provision and get more customers.
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Use Positive Language
Not all people will find your products or services satisfactory – it’s normal to encounter occasional complaints and negative reviews from your customers. As a marketer, you must know the power of words, as they can either grow or destroy your business.
For instance, if a client recommends something you sell to a group of friends, you are likely to record more sales. If the badmouth your products or services, your profits will take a hit.
When communicating to your customers, avoid using killer words. Such include terms that show doubt, such as ‘However’, and ‘But’. Instead, be confident. Use terms like ‘We will do our best’, ‘how can we assist you’, ‘we’ll provide a solution shortly’, etc.
Things You Should Never Say to Customers Source: Time Communications
Additionally, try avoiding jargon when communicating about your products and services. Above all, talk in a friendly tone. Being professional doesn’t mean that you have to be mean to your clients.
It’s also essential to observe etiquette when talking to your customers. Precisely:
- Avoid interruptions – wait for the client to express themselves before you start talking.
- Ask direct questions.
- Don’t talk too much or try overshadowing what the client is saying.
- Answer questions sequentially – don’t answer another if you hadn’t provide a response to the previous one.
- Listen attentively and avoid arguing.
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Optimise Your Content
Content is arguably the most critical aspect of marketing, whether offline or online. It’s not a coincidence that 91% of B2B marketers invest in content marketing.
Content marketing is a stagey intended to ensure that a business’s target audience accesses valuable and relevant content. There are several ways to do it, but the most effective involve improving the quality of your blog posts and social media posts.
The type of posts that have the highest engagement are usually informative, timely and accurate. More importantly, they have a clear and compelling call-to-action.
Other ways to make your content more appealing to your target audience include optimising length and adding visual content. You can also add interactive forms that help you gather information from your followers or website traffic. This information is vital when making adjustments to your website or social media profile.
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Collect Customer Feedback
You can’t run a business without a customer base. Also, you can’t improve it if you don’t know their opinion about your products and services. For these reasons, it is crucial to collect client feedback. This is a mandatory practice, even if your business is performing well.
Collecting feedback has several benefits. First, it tells how satisfied or disappointed customers are in your offerings. Second, it allows you to interact with your audience and build lasting relationships.
Although it seems like a challenging task, you can use several ways to learn how people feel about your brand. Some common ways of doing this include tracking social media engagement rates, creating email surveys, responding to feature requests on your website, and adding a comments section to your site.
When analysing customer feedback, pay more attention to average response times, customer satisfaction rate and resolution time. These give you a clear picture of how your various feedback collection platforms are performing and how to improve your strategy.
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Foster Teamwork
A disjointed team can’t achieve any meaningful objectives, regardless of the industry. The same applies to customer communication. Before you start talking to your clients, you must be in good terms with your team members, especially customer support staff.
For instance, if a customer experiences a technical issue the individual at the call centre will need to contact a developer. Suppose these two are in bad terms, the customer won’t get a solution, and this will tarnish the reputation of your company.
Moreover, it’s important for every member of your team to know their responsibility, as this facilitates faster exchange for information. When clients get prompt solutions to their challenges, they are more likely to be satisfied.
If the primary means of communication in your organisation is email, consider switching to faster alternatives. Several online platforms support instant messaging with push notifications, meaning that your employees get messages faster. This also means that clients get faster responses, and this is good for business.
For a business to succeed in Singapore, communication with clients is essential. Communication will help you know what customers expect from you. It will also help customers to trust the credibility of your business. Moreover, communication will help your business gain popularity among people.
Most online businesses nowadays communicate with their clients via email and social media. Here are tips to help you communicate effectively with your online customers in Singapore via email and social media.
How To Communicate with Online Customers Via Email in Singapore
Email is an effective means of communication for businesses. According to research, each day, there are about 300 billion emails to people. However, not all emails communicate effectively to clients, and they may mark them as spam. Here are tips you can use to ensure your emails communicate effectively to your clients.
Determine If Your Clients like Emails
All clients are different. Some of them may prefer emails as a form of communication while some may prefer other forms of communication like:
- Virtual meetings via zoom or Google Meetings
- Face to face meetings
- Instant messaging apps like WhatsApp
Therefore, first, ask your clients if they like emails or not. If they don’t like them, ask them to tell you their preferred method and stick to it. As a result, communication between you and your clients will be smooth.
Use Specific Subject Line Descriptions
One of the essential aspects of every email is the subject line. It determines whether or not the recipient will pay attention to the email. According to a study, less than 20% of people open unsolicited emails. Therefore, ensure your subject line is compelling and clearly describes the content of your email. As shown below.
Photo credits: shotstack.com
If your email is part of a regular series of emails, such as a weekly project update, you may add the date in the subject line. You may also put a call to action in a message that requires a response, like “Please respond by September 7.”
You can also use End of Message (EOM) to inform your clients that they don’t have to open the email to get all information.
Other tips you can use to make your subject line compelling include:
- Shortening your subject line to include not more than 6-10 words
- Personalize the subject line for the person you want to communicate with
- Include high-open rate keywords
Read Before You Send
Proofreading emails before sending them is crucial. It will ensure your email has no grammatical errors and spelling mistakes. Proofreading can also help you realize if you forgot any attachments. Spelling and grammatical errors can affect your credibility as a professional. Customers will start doubting if you can deliver quality services.
Proofreading will also ensure that you:
- Put the correct recipient email address
- Addressed the recipients with the appropriate title
- Spell the surname of the recipient correctly, especially if they are foreigners
Also, pay close attention to the length of your email when proofreading. People are more inclined to read short, concise emails than long, meandering ones. So, keep yours as brief as possible but ensure you include important information.
To ensure your email is free of spelling and grammatical errors, copy and paste your text into a word processor like Microsoft or Google Docs. They will detect them automatically. You can also tools like Grammarly to correct the errors.
Be responsive
Nobody is implying that you must be glued to your inbox at all times. The idea is that a customer should never have to worry when you’ll respond since, by the time they ask such a question, their confidence in your competency has started to reduce.
Make it a norm to respond within 24 hours if possible. You can also set reminders if you have a busy schedule. Clients want to feel important to you and that you’ll be there for them when they need your help.
Keep It Brief
An ordinary office worker receives over 100 emails each day, and there’s a high possibility your client is one of them. Regularly Sending them long, meandering emails can be a nuisance. Shorter emails, on the other hand, are likely to be read and understood.
Ask yourself what you want it to accomplish before sending an email, and delete everything that isn’t helping you achieve that goal. Also, limit yourself to no more than five sentences in your email. Here ia an example.
Photo credit: Blog.hubspot.com
Check The Tone of Your Email
The relationship between you and your client is professional. You offer them services, and they, in turn, pay for them. Even if you know these clients personally, you should not mix friendship with business. Email them as your clients and not as your friends.
Avoid things like smiley faces or slang in your emails. However, do not be too formal also. Keep everything professional and straightforward by addressing them with their first name.
Email Frequency
Even though email is an effective means of communication, some people are misusing it. Some people send endless emails, and they can be a nuisance. Keep in mind that not everything needs to be communicated via email. You can either call them, meet them in person or set up a virtual meeting.
Segmentation
According to the Digital Marketing Association research, segmentation accounts for 77 % of the ROI earned by email. It will help you save costs since you only send relevant emails to the target audience instead of sending them to people who may not need them.
Here are some of the ways emails can be segmented.
- Lokasi
- Umur
- Jantina
- Persona pembeli
- Purchase frequency
- Business size
- Satisfaction levels
Use Videos Wisely
Video is an excellent method to connect with your email readers. However, there are specific ways you should use videos to make your emails effective. First of all, do not overuse videos. Videos may make your emails take time to load and consume more data. As a result, readers with limited data or outdated devices may not be able to open your emails.
Also, only 25% of readers can watch the videos up to the end. This translates to a low conversion rate. Therefore, ensure your videos are short so that people can watch them to the end.
Advancement in technology has brought about social media platforms such as Twitter, Facebook, Instagram, Linked In, etc. As a result, social media has become one of the significant ways for businesses to communicate with their clients. Therefore, it is crucial for every business in Singapore to create profiles on those platforms.
Here are ideas on how to communicate effectively with clients on social media.
Respond Faster to Customers to Show Them You Care
Increasing your social media presence can result in two outcomes. On the one hand, it can help you land new clients. However, if you don’t keep up with your platforms, you risk leaving consumers with unresolved issues.
Customers will notice that you care if you listen and reply to them promptly on social media sites. According to The Social Habit research, 32% of customers anticipate a response from a firm online within half an hour.
According to a Sprout Social study, unsatisfied consumers are also likely to “call you out” on social media. The research also found that 70% of customers are inclined to use social media to project their issues. Below is an example of how you can respond to a dissatisfied client.
Photo credits: twitter.com
Not responding to consumers’ comments is a poor response, whether it is a positive or angry comment. Even if it is a thank you or an emoji, one simple response has tremendous effects on how individuals view your business generally. The objective is to keep your customers informed that you are active on social media and attentive to their needs.
Take Public Conversations Private
Many dissatisfied consumers post public comments on your Facebook and Instagram pages or tweet at your company. This can create a poor reflection of your business, particularly if others retweet or spread the comments.
While you shouldn’t disregard these comments, you should not deal with the situation publicly. Send a public response, requesting to continue the discussion privately, to show other consumers you appreciate their feedback. For instance, if a customer tweets that their goods came broken, respond with an apology and inform them that one of your customer care staff will reach out to them.
Even positive issues should be handled privately. This shows your consumers that you care about their problems or reviews and aren’t just searching for public acclaim. Utilize this opportunity to interact with consumers personally to provide a more personalized customer support experience.
Don’t Make Every Social Media Interaction About Business
Even though social media helps boost your products, it doesn’t mean that all your posts should be talking about your business. You can take advantage of your social media platform to speak to your target audience about issues they care about.
Non-business social media postings may help you become more relatable. You can post an inspirational article or things your brand is doing to benefit the community.
Set Up a Dedicated Handle for Social Media Customer Support
Your customer service staff is likely to answer client queries quickly and thoroughly than your social marketing team. According to the statistics on social media and customer care, a customer support Twitter account is likely to reply within 15 minutes.
As a result, using a separate social account to provide social media customer support can be an excellent idea for companies. Hootsuite, for instance, utilizes @Hootsuite Help, which is managed by the support staff. This aids in the separation of support and service concerns from your primary channel. It also guarantees that the appropriate teams are assigned to handle relevant public comments.
Should you decide to create a customer support channel, inform your customers so they can be aware. Otherwise, they will still use your main social marketing channels to communicate about their service issues. If, in any case, you get such messages on your main social channel, pass them to the right team so that the problem can be resolved. Therefore, no customer will feel left out.
Manage Your Customer Expectation
Customers don’t expect the same quality of services from businesses on social media. How companies use their social media for customer support varies greatly. The size of the available team is one of the factors that make social media customer support vary.
The essential thing is to communicate to your customers about your challenges. Make it clear when your customer support personnel are available and how long it will take them to reply. Let them know if there are other alternatives to get quick responses.
Give Rewards and Host Contents
People use social media for three primary reasons: to see fun or funny things, communicate or vent their frustrations. Try holding a contest for your consumers if you want them to have fun.
Online contests are not only entertaining, but they also demonstrate your appreciation for your consumers. Furthermore, contests generate interest in your company. Customers are likely to share your business on social media platforms and refer new clients if they are enthusiastic about giveaways. After all, who doesn’t enjoy gifts?
Gunakan Hashtag Secara Strategik
Specific hashtags make it easier for people to look for their issues under that tag. Hashtags, especially those on sites like Twitter, help keep things organized and quick to find. You can also use the hashtag to provide more information about your business.
Wix suggests using three hashtag types: brand-specific, content, and trending. While it’s vital to keep up with current and content hashtags, especially during the holidays, it may also be helpful to establish brand-specific hashtags for particular campaigns. Wix, for example, uses the hashtag #WixPhotography to advertise its photography competitions.
Here is an example of hashtags trends.
Photo credits: twitter.com
Find And Monitor Conversations Relevant to Your Business
Some individuals will sometimes write messages about your company on the internet and not tag your social media accounts. Some of these comments may necessitate contacting customer care.
This means that you shouldn’t wait to be tagged in customer service concerns on social media. Therefore, pay attention to what others are saying about your company. After that, you’ll be able to reply to consumers with service issues, even if they didn’t contact you.
Top Customer Communication Tools for Establishing Cordial Relationships
Statistics suggest that it is six times less expensive to retain clients than acquire new ones. Enterprises can’t simply depend on offering top-notch products and services anymore. Since the marketplaces are crowded, the quality of the relationship your build with your customers matters a lot.
Establishing cordial relationships is something that all companies must do to be successful. Ultimately, poor customer relationships result in no sales; and without sales, there isn’t any business.
It does not mean that establishing cordial relationships should only be about business transactions. Since your service and aftercare are what matters and make the difference in how customers feel about your company, it is essential to make customer relationship management a constant focus.
Ultimately, how you establish cordial relationships matters because it is all about customer retention rather than customer acquisition. This article will focus on the top customer communication tools that companies can use to establish cordial relationships.
Photo credit: SuperOffice
Customer Surveys
For a business to engage the audience, it needs online surveys. The surveys help to get feedback from customers and let the business know which areas need improvement. Online surveys can be used in numerous ways, including finding out which topics interest your audience more.
With online surveys, you can get service feedback, conduct market research, get customer product feedback, measure employee satisfaction, among other things. Survey tools are an excellent way of collecting and managing consumer research to make business insights easier and efficient.
There are always ways that a business can improve its products or services; however, understanding what pleases the consumers more can be challenging to know. There are also better ways that businesses can handle their customers if they have a way of measuring and gauging what they want.
Survey tools are perfect for getting feedback and helping you improve your understanding of what clients want and how to provide a better business experience for them. Some of the solutions for surveys include:
Photo Credit: Reve Chat
Chatbot Software
Businesses of all sizes are increasingly using chatbots to interact with the consumers both in the customer support area and in sales and marketing. Outgrow suggests that 53% of consumers have a high likelihood of shopping with businesses that offer them an opportunity to message and interact with them.
Although chatbot marketing seems a bit complicated, the emergence of various tools has made it easy for businesses to simulate conversations with users. Chatbot technology makes it easy for companies to streamline the sales process and offer their customers better support.
With the increase in chatbot awareness, consumers expect better and more personalized communication with brands. As a result, many brands are now developing chatbots to meet the consumer expectations.
Consumers report that they use chatbots because they make it easy to get the exact solutions they are searching for and do not have to waste time searching and navigating websites.
Technology developers enable chatbots through a technology known as natural language processing (NLP). NLP is an AI and computer science subfield that deals with the interaction between people, languages, and computers.
The market is crowded with chatbots that businesses can utilize to streamline the sales process. Some of these tools include:
Photo credit: Reve Chat
Emails Management and Live Chat
Email management platforms software has everything a business needs to automate its process of catching leads and offering critical information to them. These platforms are an added advantage if your business has many customers and your employees are always getting lost in their emails.
According to an American Marketing Association study, live help can improve conversion by 20%. If you want to lead your customers into buying, there are several tactics you can use. They include answering questions instantly, proactively helping them, guiding them through sign-ups, helping them install and checkout any process, among others.
Software platforms such as HelpCrunch, Freshdesk, and Drag help businesses automate their emails and create live chats with customers. The tools help to streamline work and increase productivity.
The main features of email management platforms like Help Crunch include:
- Allows the syncing of different communication channels at once
- It makes it easy for you to switch between other communication channels
- Follow-ups with your customers through instant emails after communicating with the in-chat windows
- Every subscription plan has a knowledge base
- Users can choose different templates to create popups
- The interface is very interactive and highly customizable, giving customers a smooth experience
- Can manage multi-channel ongoing client conversations occurring on a single dashboard.
- Comes with help desks to help users in organizing, prioritizing, and managing conversations with the clients
- Contains localization features that switch to the user’s language when needed
Based on a Forrester survey, 50% of online customers prefer getting live help as they shop online. The live help makes their shopping experience easier and better. Therefore, businesses need tools like HelpCrunch, to delight their customers and get high customer satisfaction and loyalty.
Photo credit: Tidio
Creating and Sharing Newsletters
One of the best ways a business can deliver value to and engage with its subscribers is through email newsletters. Newsletters are a great way of engaging your contacts with the business, establishing brand authority and loyalty, and eventually driving more leads.
Newsletter’s software is essential as it allows the business to stunningly design its newsletter email and deliver it to the readers with features like A/B testing, innovative content, templates, customizability, and analytics.
As social media and online advertising grow in popularity as a way to generate business, one may be tempted to think that newsletters are somehow outdated. This is not the case, and even with numerous marketing and advertising choices available, email marketing remains an effective way of generating revenue.
HubSpot writes that email has a return on investment of nearly 3800%, and according to research by Statista, this number will reach 4.6 billion by the year 2025 based on the number of people who use email worldwide.
Based on these numbers, we can conclude that each email address you capture is monetarily valuable and that email is a top-rated communication channel. This simply means that for the successful development of a brand, e-newsletters are essential.
Some of the top tools you can use to send newsletters to subscribers include;
Call Centre Software
Even in our current digital world, consumers want phone support as they reach out to customer service. When a customer talks with a real human service agent, trust is built, and the consumer appreciates the immediacy and familiarity.
However, managing phone support can be a huge challenge for most growing enterprises. Although it is often an excellent way of helping customers, it is also very time-consuming, expensive and it is a hard-to-measure support platform.
As a business, you want to offer your customers excellent phone support. Therefore, you need efficient call centre software which will allow your service team to provide the best services. Without such software, potential clients will be waiting on hold as agents struggle to solve their problems. This can lead to chaos at the workplace, and supervisors will lack insight into the call volumes and trends.
If you are shopping for the best call centre software, ensure that it can route calls to the right agent, provide service agents with more context, help your management team implement an omnichannel strategy.
Therefore, whether the business has a large or small team, choosing the appropriate tools for building your call centre to help establish a cordial relationship with customers is critical. You can use these call centre tools for your business to engage your customers.
Project Management Software
If your business offers professional services, there’s probably a lot going on. The employees are expected to balance the workloads and manage deadlines. Moreover, you must keep morale high and ensure that you are communicating with customer teams to offer the best services.
Keeping your clients happy is probably your top priority in business. This is why you need to learn customer relationship management and how you can retain your clients. Your overall goal is to ensure that your customers get a positive experience and one way to do that is through customer relationship management.
A positive experience increases your customer’s satisfaction and leads to plenty of benefits for your brand, such as better reputation, steady customer retention, and more profits. Forbes acknowledges that 73% of brands with above-average client experiences have more financial benefits compared to their competitors.
With these benefits in mind, it’s easy to understand why client relationship management is becoming a key area for most brands today. You can ensure that your customers get a positive experience by using project management tools. The tools will help you work through the common barriers and ensure that your clients are impressed by your services and professionalism, thus establishing a cordial relationship with them.
Project management tools are vital as they allow total transparency. As your clients hire you, they also need to be part of the process and updated about the milestones achieved on their projects. Customers need to know that progress is happening.
Using project management tools to manage customers will increase visibility into what you and your team are doing. They will be aware of any updates instead of being totally left out in the dark.
The project management tools are also crucial in keeping communication channels open. When managing relationships with clients, communication can be a huge challenge. You may miss out on essential details as you try working through numerous emails, comments, feedback, message, meeting, etc., which can make the company look inattentive.
Some of the best project management tools you can try out for your business include:
Review Platforms
In the current generation, many people make decisions after consulting the internet first. When you need to answer a question, you first check the internet for answers or if there is a fact you want to know. Therefore, businesses should keep in mind that potential customers check the internet before making a purchase.
Review platforms are great in helping customers find out what other people experience after using a particular product or service. Forbes suggests that 90% of consumers visit online review sites before purchasing from a business or visiting them.
Reviews are essential in building a business’s reputation and supporting the marketing efforts of a company. Moreover, they influence a brand’s campaigns and play a significant role in the business’s overall success.
Every business must take a proactive role in reviews. The only way you can get unfiltered opinions about your products is by reading all the unbiased and honest reviews of your products on review platforms. This will help you know what your customers think and what they expect from your products or services.
If any of your customers have experienced a bad service or is dissatisfied with your product, you can show that you care by responding to their review to ensure that they get a positive experience. You can look for reviews on different platforms based on the type of products or services you offer.
You should keep in mind that most customers will likely buy from businesses that have excellent reviews. This is because they can trust them more.
If your business receives any negative reviews on the platforms, you should respond promptly and correct any inaccuracy. Additionally, you can admit your mistakes and provide restitution of it is warranted. Such actions will help establish a cordial relationship with your customers to build more trust in your brand.
Some of the review platforms in the market include
Capterra
G2Crowd
Concisely, there are numerous ways a business can build an amicable relationship with its customers. Not only does using customer communication tools benefit your business, but they are also crucial for the customers you work for.
You will find numerous automation tools which will be useful for your team to be more effective, productive, and time conscious. Our recommendation of the best tools is an excellent place to start and stay organized while saving time.
Membungkus
You will need commitment, time, and dedication to achieve your goals of creating an engaged Singapore online community. You have to study the habits and trends of your online community for you to set the right marketing strategies that will improve their online experience on your business site. By incorporating the tips above, it will be the beginning of creating a booming and highly engaged online community in Singapore.
Whether you own a small or a large company, be close to your target audience. Invest in understanding what they want, and more importantly, identify their pain points. This information helps you make relevant improvements that can boosts your conversion rates and sales.
Lastly, don’t overlook automation tools. Although you have to pay a fee to enjoy premium features, these platforms save the tome you would have otherwise used for research. Get in touch with us today for branding and digital marketing services in Singapore and abroad. It’s time to get head of the competition.
