How to Talk to Customers Online

Alejandra | May 25, 2022

Proper and engaging customer communication deepens customer relationships.
 

But it’s not all about quick responses and providing them with a solution. You’d think, “Great. I’ve solved their problem, now they’re satisfied.”
 

Yes, this is a top priority, but it doesn’t stop there. You have to know that aside from this, it’s also an opportunity for you to keep them coming back to your business.

Talking to customers online is a powerful engagement. It’s a chance to create meaningful conversations just through a phone screen.

Although keep in mind, most customers you come across want their answers easy, quick, and straight to the point.
 

This satisfies them and lets them know that you’re truly listening to what they need.

But you have to understand that there are many factors to this.
 

For example, you’ve got your tone, choice of words, the way of giving information, showing priority and empathy, and a lot more.

Which is why, in this blog, I’ll give you some tips on how to talk to customers online.

Here’s my first tip: Have a Conversational Tone

Online speaking, a conversational tone makes the interaction more human.
 

With the existence of live chatbots, this gave businesses the edge to communicate with their customers 24/7, replying to their concerns within minutes.

It’s great that you’ll reply quickly, but how do you converse with your customer?

Your tone reflects your business.
 

Think of these two messages.

Both serve their purpose, but which is more friendly and inviting?
 

You have to remember to stick with a consistent, conversational tone, and they’ll remember the impact it gives.
 

According to Zendesk Blog, 61% of customers say they’ll spend more to buy from a company that is empathetic and understanding through their tone.

Your tone has the ability to persuade. It can show that your a business worth trusting, and one that’s open to addressing your needs.
 

Here’s my second one: Show Empathy, Ask for more Information

This relates to the previous tip. But here’s my emphasis: listening more than you talk.
 

Your obvious goal is to sell them your product, or service, or to make them loyal customers of your business, but you can’t always sell.
 

Understanding your customers and your market is a crucial aspect that’ll lead to many advantages.
 

“Asking for more information,” merely means clearing up all confusion to make sure that you both are on the same page.
 

This also aids in clear communication, something very important when dealing with customers online.
 

They’re sensitive to attitudes. So once you clearly understand them and what they need, you’ll know exactly how to act in the situation.

The next tip? Keep Templates, but Keep Personalization too.

This sounds like an oxymoron, but hear me out.
 

I’m sure you’ve had customers that message or email you about the same situation. I know, it gets tiring having to retype the whole message.

This is why you have to keep your templates handy. You can even label them according to the common situations you receive.
 

These will keep you organized and you won’t need to think about your words all over again.
 

But of course, there are some things to tweak. A copy-paste message routine may end up making you sound robotic and that’s not what we want. 

It’s all about personalization.
 

Mention their name, as if it were a one-on-one conversation. Or even add a reply to the previous message they sent to assure them that you’re listening.
 

The added factor of personalization brings it all together.

Next up, Properly Present Your Solution

When your customers message your business page or email your customer service address due to a problem, they want to receive an answer within minutes. But that’s not all.
 

They want to understand the solution within seconds.

Your reply has to be easily understood and it’s a direct answer to their problem.

Think about it, would you want to read a paragraph on how to purchase an item from your business’ website? Or would you want to be presented with a step-by-step list or procedure on how to do so?

The list format is the easier and clearer way to go, for both you and your customer.

The way you present the solution makes your interaction with your customer a progressive one. Online customer service is critical because you’ve got to prioritize what to solve first.

Online, your customers can come and go in a snap. If you can make them stay, you’re one step ahead.

Finally, take Accountability

Admit where you went wrong.

Personally apologizing shows accountability and transparency to your customers.

But one thing to keep in mind: the moment after you apologize, have a solution to present the next second.

It shows how responsible your business is and how quick your online response is.
 

Taking accountability shows initiative and this makes your market see just how professional your business is.

After all those tips I’ve mentioned, what’s your take on them?

How does your business strengthen customer relationships through online conversations? Let us know, we’d love to hear them!

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