1. Use a Customer-Centric CRM (Customer Relationship Management)
If you use a traditional communication process, you can experience problems such as:
- Unorganized conversations
- Missing important information that was discussed
with customers in other departments - Inefficient use of time.
Choose a customer-centric CRM that has a conversational interface for modern customer relationships. Look for features such as automatically recorded activity and email intelligence that allow you to organize and quickly respond to conversations.
The following are four strategies on how to manage customer conversations using CRM;
a. Meet Your Customers on the Right Channels
Use the right channels to help with customer nurturing and prospecting. You should be available on multiple channels such as social media eg. Facebook and Instagram, email, SMS, and live chat, This makes it easier for customers to reach you.
To get the best channel for your business, consider audience demographics and the complexity of your product or service. If possible, each channel should be integrated into one platform to have a holistic view of the customers. Be aware of what’s going on to help exceed customer expectations and also increase customer satisfaction.
b. Engage Proactively
Customers like to always feel valued. Don’t make the customers reach out instead reach out to them. Track customer activity to provide quick, quality responses. Customers consistently take to this platform to talk either positively or negatively. If they are talking negatively, ask them how you can help or can offer problem-solving resources.
Always show your customers that you’re listening. Offer quality answers to them and also the resources to solve their problems.
c. Balance Automation with the Human Touch
Automation should complement human interaction and not eliminate it. Automated communication can make customer conversations feel impersonal. When facing difficulties, most customers need to talk to a real person. Ensure that your reps are there to offer personal assistance.
You can automate tasks that waste time and those that won’t affect the customer’s relationship such as sorting emails and basic FAQs. Your goal is to create a communication strategy that is efficient and amazing to the customers.
d. Focus on Current Customer Conversations
Your CRM should be able to track conversations across channels and departments, which allows you to identify opportunities for customer retention. By using a system that integrates support tickets with sales, you ensure that there are no opportunities to close a deal. You should ensure that communication with the customers is seamless.
2. Put your Customers First in Conversations
If you are using an outdated process for communication, choose a CRM and a strategy that focuses on the customers. This is because customers are the most important part of your business. Whenever you are having meaningful and quality conversations with the customers, you create strong customer relationships. This provides a competitive advantage for your business.
