Customer communication is crucial for business success. That much is clear.
The best customer service and customer care relies on seamless communication and forms the basis of customer satisfaction.
But how exactly do you establish frictionless channels of communication with your audience?
The answer is simple – through your website.
Your website is your central point of contact with your customers – apart from your physical location if your business has one. (And even then, 97% of customers learn about physical business online before anywhere else.)
To cater to all your customers’ needs and preferences, there are different communication channels you should integrate into your website. Here are the five most important ones.
First, make sure that your site has fully functional and visually appealing contact forms.
These allow customers to reach out to you via email.
So why not just give your email address instead, you may ask?
Contact forms have several advantages over direct email communications.
For one, you can filter out potential spam messages by adding a confirmation field or captcha. This will save you from a deluge of bot-generated messages.
Another benefit is that you get to control the amount of information you receive from each contact. For instance, you can ask for someone’s first and last name, their phone number and background information such as how they found your business. All of this is a fantastic basis for future marketing campaigns.
Plus, these days, online form builders offer an intuitive and efficient way of designing amazing forms with a drag-and-drop editor.
For customers, contact forms are a quick and easy way of reaching out at their convenience.
Voice and Video Communication
Next up, you can provide a voice- or video-based line of communication.
Even in 2021, calling a business was still the preferred method of communication of 37% of customers.
One way to go is to simply list your business phone number.
In addition, you can create a click-to-call button. If a customer is looking at your website on their mobile device, all they have to do is click on this button to reach out directly.
If you want to go a step further, you can consider VoIP business phone services. These work via the cloud and often offer direct website integrations so that customers can call you online.
Especially younger customers prefer chatting over sending emails or calling directly. Live chat integrations for your website are perfect for catering to these preferences.
If your website runs on WordPress, there are many fantastic plugins that allow you to establish direct chat channels. Some of the cloud-based business phone services mentioned above also include this feature.
Are you afraid you might become inundated with messages from your customers? Then you might want to consider installing a chatbot to help you deal with customer communication.
Chatbots are artificial intelligence programs that can handle routine requests such as booking and cancelling appointments or giving updates on transactions.
Having these menial requests taken care of can make a massive difference for your business’s customer service representatives. They’ll have more time to deal with truly complex problems, increasing customer satisfaction.
To integrate a chatbot into a website, there are specialized platforms to help you build a bot adapted to your customers’ unique needs.
Finally, one channel of communication that is essential for your website is social media.
At the very least, you need to provide links to all your profiles on platforms such as Facebook, Twitter, LinkedIn, and Instagram. Many people will want to message you directly there.
Furthermore, some platforms also allow you to directly integrate their messengers into your website.
For instance, you can install the Facebook Messenger plugin to allow people to chat with you live. You can even create a chatbot using Messenger!
Communication is key to inspiring trust in your customers and leaving them happy and satisfied.
By integrating a wide array of communication channels into your website, you can make sure to meet everyone’s needs. No matter what their communication preferences are, they’ll be able to reach out to you to have their questions answered and their problems solved.