How to Interact with your
Customers - the way they want!
Do you offer your customers a choice when they
need to interact with you? You may think that you do -
phone, email, IM, etc. - in which case you're definitely
keeping up with the growing demands of the 'digital
client'. But the growing challenge for most companies is
to ensure that all communications with customers are
captured in an efficient manner, regardless of how these
communications are conducted. Your prospective clients
are more likely to initiate a contact with you after
having browsed your website and found the information
they were looking for. They may prefer to pick up the
phone and speak with your sales representatives over
sending an email. But regardless of their next step, one
sure way to increase your conversions is to capture all
such interactions in a central repository so as not to
interrupt the flow of the conversation with the
customer. And it goes without saying that your customer
services and sales representatives must be up to speed
on any information that is posted on your website, in
order to confidently interact with your prospect. Do you
have a mechanism in place to inform your staff of the
changes of your website?
Then you have customers who wish to avoid the phone
at all costs, and want to be able to 'help themselves'
to the information they need. We're not talking about an
FAQ on your website, we're talking about a full-blown
self-service portal where customers can place orders,
look up their order history, initiate changes to their
orders, report problems with the products themselves or
the shipment,, initiate returns even. A multi-channel
strategy that puts in place the processes and solutions
to capture each interaction with a customer or prospect,
and makes them instantly accessible to the authorized
users in your company, may be key to giving you a
competitive advantage. Find out how such a strategy may
be deployed at your company by contacting Steve Vogel at
svog@wacinc.com,
he's our in-house expert on all things customer
interaction management! |
