How to keep your customers engaged with intensive communication

Generating a lead and converting a prospect into a customer is a dream-come-true scenario for every entrepreneur. But your growth process must not end here. Your primary task after achieving this goal should be to turn that customer into your loyal client. While this is possible to accomplish in many different ways, intensive communication is one of the best indicators of a committed relationship with your clients. This guide will show you how to offer your customers a wide range of touch points to reach your business, how you can keep them engaged and drive higher revenues for your business.

Availability through social media

Since the number of social media users will surpass 3 billion people by 2021, it’s imperative to offer your customers a smooth communication via social media. What’s more, the number of smartphone users will reach 2.87 billion people by 2020, and most of these users visit social media daily.

Therefore, you need to form a communication crew that will be in charge of Messenger, Instagram and Twitter texting. Moreover, this team should be trained to receive video calls, as well. It’s not rocket science, but they need to have a script or at least some guidelines when it comes to video calls.

The greatest benefit of availability via social media is that your communication operators will be able to perform their tasks on their smartphones or tablets. As a result, you’ll have an opportunity to meet your customers in the shortest time possible and increase your revenues by saving time.

Evergreen email

As opposed to the instantaneous nature of the aforementioned social media communication, contacting your customer via email is a subtler option. Nevertheless, it’s not a less impactful channel.

Using email for business communication shows respect for your client’s time. They’ll read it when they regularly check their inbox and reply when they have enough time for it.
Due to its slower nature, it’s a perfect tool for offering your customers special discounts, as well as for sending business newsletters and new catalogs. By sending valuable content to your customers, you only give them another reason to engage with your business again. The closer your message is to their changing needs, the higher is their inclination to convert on what you’re offering them.

Also, you can use email to discuss the more private data of a consumer for a transaction – for instance, payment details like account numbers, invoicing terms and project milestones.

Direct phone calls and text messages

Contemporary business owners shouldn’t underestimate the power of inbound, as well as the potential of outbound calls.

On one hand, it is smart to offer your customers a number they could reach you on, especially the domestic ones. They feel more comfortable and it definitely ups the trust factor.

On the other hand, using outbound calls to communicate with your customers can be a lucrative solution, as well. However, this strategy shouldn’t be mixed with cold calling, since the latter could give your brand a bad name. Instead of calling random people to offer your products and services, call only your registered customers, when you can offer something unique or valuable. Calling only your registered customers lets them know your business cares at the same time it ensures you aren’t spamming them.

When it comes to registered users, you can also use an SMS-service to send out special offers (through an easy-to-use SMS API). You can also leverage SMS Reminders to remind your customers about their upcoming appointments. It is another smart way to engage them instantly and drive another conversion home.

However, make sure to find the right measure with such forms of communication. For instance, you could opt for these options on special occasions, like your customer’ birthday or the Christmas shopping season. If used too often, it might annoy your clients and drive them in the opposite direction.

Interaction via your website

When a visitor comes to your website, they need to be able to contact you at once. Of course, the simplest way to give them such an option is to create a special contact page and place a link to it on the homepage. What’s more, you could add this button to every single page on your website, to improve its communicative aspect.

The contact section should contain all the elements mentioned above of smooth communication, from your email address to your landline phone number and your business mobile phone. Also, add a Skype button, as well as its WhatsApp counterpart to the contact area.

However, some visitors won’t have enough time or enough patience to go to the contact section to get in touch with you. By showing interest in your website, they’ve become your prospects and potential customers. In order to grasp their attention and convert them into customers, including a live chat window to your website. Of course, you need to have a communication operator ready to answer a question 24/7.

For instance, Aid in Recovery relies on live chat to always be there for their patients, since they work with people coping with various addictions.

Traditional letters

If you want to leave a special impression on a long-term customer, you should use the old-school snail mail. For instance, if you’re planning to organize a party for your business anniversary, you could send some artistically crafted invitation cards to your VIP business partners.

They’ll be honored to confirm their presence at such an event, especially if the invitation is delivered in such an elegant way.
For instance, when Chanel launched their new perfume – Chanel No. 5 L’Eau – they invited Jessica Mercedes Kirschner – an Instagram fashion influencer – to promote it, as you can read in this case study.

Apart from that, you could use traditional letters to send special catalogs when you’re launching a new product. Still, this form of communication should be used when your business can offer some exquisite items. Otherwise, it might look improper or even cheap and backfire on your business, by leaving a negative impression.

When you want to strengthen the relationship with your customers, well-rounded communication can be a great ally. However, it’s crucial not to overdo with various messages, calls, and letters that contain commercial offers. Sounding too salesy might lead to the feeling that all you care about is your sales graph and not their needs.

Applying the strategies presented in this article will help you find the right balance for intensive, yet unaggressive communication that will improve your revenues and empower your brand.

This post is an original post written by Mark Thomasson from InvoiceBus

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