How to Contact Customer Service Using Different Ways

Not long ago, if you wanted to contact your customers, there were just three options: phone, mail, or face-to-face. However, the rapid advancement of new technology has drastically increased corporate communication. 

You can now reach out to your customers and they can reach out to you on a variety of channels. While some may appear to be simple, they all play a vital role in a company’s overall communication strategy. Many companies have started placing their entire focus on this aspect. Telecom companies in particular have started innovating their communication channels. 

A very relevant example, in this case, would be Wave, which has promised to be there for its customers 24/7. You can contact Wave customer service through phone, live chat as well as social media.  Having different and effective communication channels enhances the reputation of the company allowing the customers to have a positive and satisfactory experience. Listed below are eight of the most effective consumer communication methods.

Although e-mail appears to be almost obsolete these days, it is still one of the most effective ways to communicate with clients since it is convenient, inexpensive, and quick. You can send out newsletters and/or customized messages via e-mail if you are launching a new product or are introducing great promotions. 

Furthermore, your consumers can contact you via e-mail for anything from complaints to new orders. Any company communications platform would be incomplete without it.

A website is a must-have for any business. Customers expect websites to provide them with information and, in most circumstances, to allow them to order things and track their delivery schedules. You are missing out on one of the most important methods to communicate with clients if you don’t have a website.

You can utilize automated menus to deliver answers to client questions and/or ensure that consumers reach the proper person in your organization thanks to modern phone technology. While some customers object to such technology, it can help you reach the greatest number of clients in the shortest amount of time. New callback technologies can even help you avoid having to put your customers on hold. 

You can reach out to them when a representative is available, rather than forcing them to listen to elevator music. This reduces hang-ups and allows you to speak with each customer who contacts you.

Text messaging is a terrific way to communicate with clients no matter how big or little your company is. Text messaging is a practical way to connect with clients about meetings, pending orders, delivery status, and other matters if you are a small business. 

Customers can opt-in for text messages regarding offers and specials if you are a larger company. You can also have a special texting support number where customers can text instead of calling to report problems.

Customers can now communicate with you in entirely new ways thanks to social media. On one hand, you can utilize your social media accounts to promote your business and products. You can, however, utilize your accounts to communicate with one another. Customers can message your representatives directly on Facebook. 

Customers can tweet their issues to you and you can respond directly using dedicated service hashtags on Twitter. If you want to take it a step further, you can keep track of every mention your company gets, mark the ones that contain complaints or queries, and then respond with an offer to assist. You may now respond faster than ever before thanks to social media.

Not every consumer wants to enquire about an issue over the phone. As a result, having a chat feature on your website can be beneficial. All a consumer has to do to start a conversation with web chat is type in a question. 

You can use web chat programs to automate replies to basic questions while bringing in a representative for more sophisticated ones. Customers will be able to contact you more easily, and you will be able to assist them more quickly.

Our lifestyles and business communications have both been altered by technology. A personal touch, on the other hand, can make a significant difference. Sending a handwritten note in the mail is one of the most efficient ways to communicate with your consumers on a personal level. Even a simple thank-you card can go a long way toward strengthening your professional relationships.

Also, don’t forget reading: Technology’s Role in the Future of Customer Service

Consider it the 21st century’s version of a face-to-face encounter. You can interact with a consumer using video messaging systems like Skype, which can help you create contacts as well as make certain transactions convenient.

Dos and don’ts for answering customer service calls

Dos

• Make the most of the context available to you.
• Listen to customers and fully resolve their difficulties the first time they contact you.
• If you are not sure how to pronounce a customer’s name, ask them.
• If the consumer will have to wait on hold, offer to call them back later.
• Throughout the day, take breaks.
• Confirm the customer’s emotions.
• Have an escalation strategy in place.
• Wait patiently.

Don’ts

• Do not take the words of enraged customers personally.
• When a consumer is venting about a problem, interrupt them.
• Agents can be turned into robots by requiring them to follow a rigorous script.
• Customers should be forced to speak with many representatives to receive a response.
• Make it difficult to contact an agent.
• Prioritize call time over obtaining the most appropriate response.

Final Words

Lastly, let us also tell you that burnout is a problem for call center agents. However, there are things that agents, as well as managers, may do to motivate themselves and their teams. It is important to take breaks between calls to help avoid burnout. If you come off a heated call, make sure you take time to gather yourself and then return when you are ready.