How to communicate with your customers online

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”


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.

5 reasons to keep in touch with your customers

The heartbeats of all businesses are customers. So it is crucial for the success of your business to be constantly in touch with your customer base. The moment when you start focusing on some other part of your business and take your attention away from your clients is the time when you become irrelevant.

Business weekdays can get very busy, so emails look like the easiest and quickest way to contact your customer. However, the truth is that nothing can be better than phone conversations and personal meetings with your client. Here are some reasons why you should make time for your customers and do it with a personal approach.

1. Reveal new needs and trends

To stay up to date is a forever question of all businesses. What was actual last year, may become just a page in history today. If you want to prevent yourself from losing your clients to competitors or becoming irrelevant in your industry you should always be in touch with your customers and try to find out what is new in their businesses. The more you care and demonstrate your willingness to find the best option for your client, the more you learn about your customer. And if you really listen to each particular customer, it will become easier to identify new trends and opportunities on the overall market.

2. Higher repurchases and loyalty

Strong relationship means that your customers will come back and make repurchases. Sometimes they are not aware of your other products or services you provide. An occasional phone call can be a great opportunity to let them know about your new solutions.

3. It is cheaper to retain customers than get a new ones

The statistic speaks clearly: it is more affordable to retain your old customers than look for new ones. Once you admit this fact, you will be keen to provide as satisfying customer service as possible to keep your current clients.

4. Get testimonials and results of your customers

If you stay in touch with your customers you can easily get to know the results they are achieving with your products or services. Thanks to these testimonials and case studies from your customers you can find other possibilities how to help and improve your customer services. If you casually ask your customers how your product or service has helped them, they will be flattered that you value their opinion.

5. Build relationship

The power of a trusting relationship should be never underestimated. You have already invested time and money into getting your customers so why not to do everything you can to keep them as well? A quick call to see how they are doing or if everything is in order is a great cause for customer loyalty. Your ongoing support and attention will definitely help you to build a long-term relationship with your clients.