Importance of customer communication for every kind of business cannot be overestimated. In our fast-paced world client won’t be waiting for a long time for your answering. If you don’t have an effective communication system, you will damage your business in a way you even didn’t expect. How could you improve communications with your customers and increase the happiness and satisfaction of your clients?
Last years we can see the raising of such communication channels like social media. According to the survey provided in 2017 respondents think that social media is an effective channel for customer service. There are a lot of paid and free ways to initiate contact with your client online, but so many entrepreneurs just failed to engage potential customers. So let’s find out how to communicate with customers online and level up conversions rate.
1. First impression
It takes seconds to build up an opinion about something. During initial interaction customers make a conclusion if this product could be useful for them or not. People are full of advertising, they don’t want to be sold to. They want to get some useful information, want to be significant and respected by a brand. That’s why the manner of responding to potential clients should be full of empathy and care.
2. Create content
Really useful and relevant content will show your professionalism and build trust in your brand.
- Engage. Write engaging posts, tell stories about your product, be honest and open to the public.
- Create a community of customers. People adore playing the role of critics. Ask them how to improve your product – you will not only get insights for your business but also create a supportive community with strong bolds with your product.
- Collect information about your subscribers. Involve people to leave their contact information by filling registration forms to get access to some exclusive content. or to write a review of your service.
- Interact people. Provide contests and reward people for participation, create polls and webinars. Every business has significant dates – write about them and celebrate with customers anniversary of launching a new product, companies birthday and so on.
3. Respond to your customers
- No matter what kind of comment or message is, you should respond to it. Nasty customers can leave a bad comment and you have to work with negative and show that you are ready to solve problems. When you get a compliment or question don’t leave it without an answer.
- Don’t overuse scripts, because it is impersonal and customers won’t be satisfied with such conversation.
- Turn negative to a positive. For example, instead of “we are close at the moment” it is better to say “we are opening at 9am”
4. sELECT RIGHT COMMUNICATION CHANNELS
Use online communication channels that are the most relevant, examples are: Google Hangouts, Social Media, Blogs, LinkedIn Groups, YouTube, Chatbots. More channels – more potential clients you will achieve.
Remember if you don’t communicate with your customer online, your competitor probably does this. It is not necessarily doing this work yourself, because you wouldn’t have time for your primary business. A good idea is to hire a professional virtual assistant, who will be responsible for online communication.
One year ago a company from New Zealand came with interesting experiment: Employees were working only 4 days in a week, 32 hours instead of 40 hours a week and they were paid the usual salary. According to the numbers from this study, the employees felt less stressed and their work-life balance improved. In addition, the job performance wasn’t affected by those missing hours, on the contrary it slightly improved. Interesting, isn’t it? Many companies are trying to attract new employees and this is one of the advantages they can offer so let’s look at pros and cons of 4 day workweek.
The fact that you work only 4 days a week doesn’t always mean that you work only 32 hours a week. In some countries the employees can choose between 5 days with 8 hours at work or only 4 days but with 10 hours at work. This system works mostly in the United States but in some European countries the workweek is a bit shorter. For example, in the Netherlands most of the people work only 29 hours a week, in Denmark and Norway the workweek has approx. 33 hours and in Ireland it’s 34 hours. In these countries the 4 day workweek is totally possible.
Now let’s talk about the advantages of 4 day workweek. According to not only the New Zealand experiment but also to some other studies, the productivity during the working hours increase to compensate the missing day. Employees use their time much more effectively by spending less time on inefficient tasks or time wasters like social media. With less stress and higher work-life balance the satisfaction of employees grows, their motivation and creativity increases and they engage better at their work. Also because of the focus on collective goals and the emphasis on efficiency the cooperation in a team needs to be better and it can bring the whole team closer together.
What about the difficulties of 4 day week? The obvious risk for employers is, that workers won’t be able to fulfill their work tasks in shorter time and it will become very costly for the whole company. It can be also very stressful for employees to manage to fit 5 day work into 4 days. Also there are some industries which require a 24/7 presence and it is simply impossible for them to put 4 day week in practice. Another fact is, that majority of other people have to work 5 days a week and if you don’t have kids or family, the 5th day can be pretty lonely for you. That can also increase your guilt, because everyone else is actually working. Emails are still coming in, tasks are waiting to be done and you have this bad feeling that you are missing out. So you should rather find some activity, otherwise you will feel very lazy and unproductive.
It’s safe to say that 4 day workweek is not for everyone but if you think that it could actually work at your company, test it out for some limited period of time and you will see if you and your team are able to accomplish more by working less.
Multitasking and everyday routine could be a real problem for many companies from online shops to brick-and-mortar businesses. Especially growing companies should have a higher focus on their strategic goals and not waste their resources into every day business operations. To level up your business and become a winner in the highly competitive environment, you should definitely consider hiring a Virtual Assistant to outsource part of your daily tasks.
We are ready to share 3 great things about hiring international Virtual Assistant with you:
1. Boost the productivity of your team
Don’t let your team burn out of routine work. If you outsource some monotonous and time-consuming tasks to your Virtual Assistant, you will save your existing staff from over hours and will avoid hiring extra in-house employees.
2. Build an international team and have a global footprint
With international Virtual Assistant you can expand your business and create an international network of employees. Moreover, you will find out new creative solutions and excel your multicultural awareness. Virtual Assistant allows scaling your business throughout the world in the most affordable way.
3. Hire less staff and reduce costs
To have an international Virtual Assistant means to choose a specialist among a great variety of remote workers all over the world. You can find a well-educated freelance employee or outsource a part of your tasks to a consulting company. Whichever you choose, there is an obvious benefit of saving money by making a “result based” contract and reducing costs on the office equipment for additional employees.
Assuming foregoing we can conclude, that hiring international Virtual Assistant is a very effective solution for small and medium-sized companies. There are certain risks in delegating your duties, but if you find the right employee or company, you will enjoy the advantages of Virtual Assistant and get a return on investment faster than you expected.
Before you make a brave decision to contract out, consider reading some more insights on outsourcing that Katrium team prepared for you.