There is no customer connection if you’re not where your customers want you to be online. Adopting an omnichannel customer service strategy should be at the top of every business owner’s list. Why? Because your customers are all over the place online, and you should be, too. Connecting with customers where they are means that your customers aren’t spending time searching for you throughout multiple online platforms with no success.
How can a small business adopt an omnichannel customer service strategy?
Have Customer Conversations via Text Messages
American adults send about 8.5 billion text messages everyday. Many of those text messages are sent to businesses in regards to scheduling, services and feedback. Having customer conversations via text messages provides customers with easy access to you and quick responses. Many customers, especially those in the younger generations, prefer texting to other forms of communication. Businesses who adopt this form of conversation have the upper hand in regards to customer conversations.
Offer Immediate Service through Webchat
80% of consumers say they would like to engage with a business through a webchat feature. Serving your customer through chatting on your website not only drives traffic to your site, but it also makes customers happy. It’s quick, effective and a pleasant experience for both the customer and the business owner. Your business can gain leads while you’re out working on other jobs and your customers and potential customers can get immediate feedback and answers to their questions through your website.
Respond to Customers on Social Media
There are roughly 250 million social media users in the United States. Chances are, some of those users are your customers (or potential customers.) By not being active on social media and responding to comments, questions and direct messages your business could really be missing out on the opportunity to provide awesome customer service, while attracting new customers. Responding to customers on social media is an important part of an omnichannel customer service strategy.
Connect with your customers where they are in order to create strong relationships and offer better customer service. 70% of customers say that their experience with a business is dictated by how they feel the business is treating them. Make their customer journey even better by being easily accessible.
For more insights on marketing strategy that actually works for small business, connect with Jay Bean, Founder of FreshLime and Small Business Marketing Expert on LinkedIn and Twitter. If any of these tips have helped you or if you have anything to add, please comment below. We’d love to hear from you!