Let’s talk about communication
Communication defines how we connect with other people in our everyday lives. It’s not a word that is brought up as often as it should be when it comes to customer service. Sure, the average store defines great customer service as having inventory, and decent pricing, and while these things are important, they’re missing one key element–communication.
How do business owners get inside their customers’ heads?
Sending out surveys is outdated, and rarely gets enough people to opt in to yield valuable results.
How do we know what to give our customers if we don’t know what they want? We must allow them to reach out in the way that they deem most convenient.
This article says, it’s texting.
By allowing your customers to text your business, you open a line of communication, in a way that works best for them. They don’t have to call and wait on hold, or be stuck behind their computer in a live chat conversation, or worry about their email sitting in your spam folder. They can take the conversation anywhere, increasing their chances of following through with a purchase.
Being available to your customer during their visit on your site, not only creates an exemplary customer experience for the visitor, it also makes them want to tell their friends. By cultivating a relationship with your customers, they are more likely to share your updates, recommend you to their friends, and become repeat shoppers!