Text-based communication has become increasingly popular for businesses and customers alike. While feeling personal and performed in (almost) real time, messaging is far more convenient for customers and more affordable for companies than phone calls.
From providing information on a new product to helping post-purchase, businesses use messengers, free live chat, and social media to improve customer satisfaction, reduce costs, and increase sales.
According to eMarketer, people spend almost 90% of that time using apps rather than surfing the web via a browser, so it is no wonder why people appreciate when companies make it possible to connect with their representatives via WhatsApp, Instagram, Viber, and similar platforms.
Let’s take a look at some of the practices to keep in mind if you aim to provide the best customer experience possible via text conversation.
Be concise and clear
When communicating with customers via text, it’s important to be concise and clear. Customers expect straightforward answers, so support agents need to avoid rambling or using unclear wording.
Get to the point of your message as soon as possible and avoid using jargon or technical terms that your customer may not understand.
If you need to use a technical term, be sure to define it. Break up your message into smaller paragraphs or bullet points if it’s long. Use active voice instead of passive voice, as it’s more concise and easier to understand.
Finally, don’t shy away from using emojis completely, but use them sparingly, as they often help convey tone and emotion, as well as make the conversation feel less formal.
Use proper grammar and spelling
Proper grammar and spelling show you care about customers and their experience as well as that you are professional and reliable. Wrong spelling can cause misunderstandings, which is especially true when it comes to texting about a technical or complex issue.
To make sure your text messages have proper grammar and spelling, proofread them before sending them and use online grammar checker tools.
Doing these things can make sure your text messages are clear, concise, and error-free. This can help you build trust with your customers and improve your communication with them.
People receive many messages every day, and they need a reason to pay attention to yours. One of the most important aspects of any customer communication, text-based included, is to clearly broadcast the brand’s values, while understanding what’s in it for the customers.
If you can show them how your message can benefit them, such as by saving money, time, or hassle, they will be more likely to engage with your brand and take action.
To achieve this, you should segment your customers based on their preferences, behavior, or location, and send them personalized messages that address their pain points or goals.
By communicating value and knowing what’s in it for them, you can build trust and loyalty with your customers and increase your conversion rates.
Be polite and professional
In text-based communication, the choice of words plays an important role in shaping a brand’s image.
- Choose words that make the customer feel good. Avoid words that make them feel bad. For example, say “I am happy to help you with that.” instead of “I can’t do that for you.”
- Listen carefully to what the customer is saying. Ask questions to make sure you understand their needs and concerns. For example, say “Can you please tell me more about the issue?” instead of “What do you want me to do?”
- Show that you care about the customer’s feelings and situation. Try to see things from their point of view. For example, say “I’m sorry to hear that. That must have been very disappointing.” instead of “That’s not our fault.”
- Be calm and respectful. Remember that the customer may be angry or upset, so don’t take it personally. For example, say “Thank you for your patience. I will do my best to resolve this issue as quickly as possible.” instead of “You need to calm down.”
- Focus on finding a solution to the customer’s problem. Don’t waste time on blaming or complaining. For example, say “Here is what we can do to fix this problem.” instead of “This is a common problem.”
Customers expect businesses to respond to their inquiries and concerns promptly. There are several benefits to getting back to customers fast.
First, it can help to improve customer satisfaction. When customers feel like their concerns are being addressed quickly, they are more likely to be satisfied with the overall experience.
Second, it can help to resolve customer issues more effectively. By getting back to customers quickly, businesses can prevent small problems from becoming big problems.
Third, it can help to build customer loyalty. When customers have a positive experience with a business, they are more likely to do business with that business again in the future. In general, aim to respond to all messages in a live chat and messengers within an hour and emails within 12 hours.
Employing such tools as Umnico, which provides WhatsApp Business API — a certified and reliable messenger integration tool, your agents can process inquiries from the popular messenger in a convenient desktop or mobile interface, or even work with them directly in a CRM system of their choice.
Along with WhatsApp integration, the platform supports over 25 popular messengers and social media channels and provides a free trial. You can work with all conversations across multiple channels in a single app, with customizable notifications, to ensure no customer message is missed.
Effective text-based communication is vital for businesses to connect with customers as it can enhance customer service and satisfaction. However, brands face numerous challenges, such as misunderstandings or delayed replies.
Focusing on clarity and proper grammar, a professional and friendly attitude, and prompt responses can take your interactions with customers to a whole new level, improving business performance at the same time.
Such tools as omnichannel messaging platforms can be instrumental in achieving higher-quality text-based interactions, by reducing routine switching between multiple messaging apps and providing managers with detailed real-time analytics on support agents’ performance.
Remember, it’s not just what you say but how you say it that matters.