7 Ways to Automate Conversations with Your Customers

customer communications management

In today’s fast-paced business environment, effective customer communications management is crucial. Automation offers a practical solution to maintaining open lines of communication with clients without overburdening your team.

By automating routine customer service requests, you can keep your clients satisfied and informed, while freeing up valuable time for your team to focus on driving the business forward.

customer communications management

Customer Communications Management Automation

Discover seven cost-effective ways to implement customer communications management automation and enhance your client relationships:

1. Initiate the Conversation

Proactive engagement with customers is key to fostering positive relationships. Instead of waiting for customers to reach out, identify indicators that might suggest they need assistance.

For instance, a visitor lingering on help pages likely requires support, whereas someone browsing your products might benefit from a chat with your sales team to finalize a decision. These examples illustrate just a couple of ways to open communication channels proactively, enhancing customer satisfaction.

By anticipating needs based on customer behavior, you’re investing in the long-term success and satisfaction of your clientele. Actively initiating conversations based on these indicators can lead to more effective customer service and potentially increased sales.

There are multiple great tools out there which can help initiate this conversation, two of which are LiveChat and BoldChat and both with customizable audience interactions.

customer communications management

2. Use a Virtual Assistant to Handle the Simple Things

Embracing technology for customer service efficiency doesn’t necessarily mean expanding your workforce. Many customer inquiries are straightforward and can be effectively managed by intelligent chatbots and automated systems.

These tools can quickly resolve basic issues, freeing up your staff to tackle more complex challenges. This approach not only streamlines your customer service process but also ensures that your human resources are utilized where they’re most needed, enhancing overall efficiency and customer satisfaction.

A good place to start using digital or virtual assistants is in those proactive connections we just talked about.

Chat bots such as Botsify (for Facebook Messenger and other apps) can answer those simple questions that might arise from whatever actions your client is taking on the site, and if it needs to will hand the conversation off seamlessly to a live person to handle the more difficult.

3. Make Use of New Technologies

Don’t be scared to try out new technologies to solve some of those simple issues. Biometrics is one possibility, and using things like biometric password recovery (utilizing fingerprints or facial recognition instead of old school methods like “mother’s maiden name) takes out the need for a call into your call center or a support chat to authenticate their identity.

Other new technologies that might assist in the automation process are the use of mobile apps, like those which walk customers through common issues so they can fix problems themselves without the need for your involvement.

Others might use SMS to text a code to a number to get information on their account, a balance due, or to automate the payment process.

customer communications management

4. Use it for The All-Important Follow-up

Maintaining communication after a sale is crucial for customer satisfaction. Following up shows clients that your business is available for ongoing support and helps in identifying and addressing potential issues early.

A simple practice like reaching out a few days after a transaction to check if the client has any questions or needs assistance can be very effective. Addressing problems early can prevent them from escalating, and automated emails can be a straightforward way to initiate this post-purchase communication.

5. Automate Your Social Media Presence

An active social media presence is essential for modern businesses. It connects you with potential and current customers, enhancing your brand’s accessibility.

Automated social media management tools, like HappyFox, can efficiently sort through social media interactions, directing queries to appropriate departments without manual intervention. These tools can also help in automating your content posting, ensuring consistent engagement with your audience and maximizing your marketing efforts.

customer communications management

6. The Survey

Surveys are a valuable tool for gathering insights. While response rates can vary, the feedback from well-crafted surveys is invaluable for identifying potential issues and sparking conversations with customers.

Keeping surveys concise, relevant, and action-oriented can increase engagement. Automated follow-up emails based on survey responses can further facilitate dialogue, especially in areas of concern highlighted by customers.

7. The Callback

Despite the prevalence of digital communication, many customers still appreciate personal phone interactions. Including a callback option, alongside digital communication methods, caters to this preference.

Tools like MobiForge’s Click to Call or Click to SMS solutions make it easy for customers to request a call. Calls can be queued for response by phone representatives, ensuring that more complex or urgent issues are addressed efficiently and personally.

This approach acknowledges that while digital solutions are efficient, the human touch remains a crucial aspect of customer service.

customer communications management

Types of Customer Communication Automation Tools

To assist in selecting the most effective automation tools for customer communication, this table compares various types of tools based on their features and ideal usage scenarios.

Type of ToolKey FeaturesIdeal Usage
Chatbots (e.g., for website and social media)Automated responses to FAQs, seamless handover to human supportHandling basic inquiries and initial customer interactions
Biometric Authentication ToolsSecure, user-friendly authentication methodsEnhancing security and privacy in customer interactions
Self-service Mobile AppsEmpowering customers to solve common issues, access informationReducing support requests for routine queries
Automated Follow-up SystemsScheduled outreach post-purchase or serviceMaintaining customer engagement and satisfaction
Social Media Automation ToolsScheduled posts, audience engagement analyticsEfficiently managing social media marketing and engagement
Customer Feedback SurveysCollecting and analyzing customer feedback, identifying areas for improvementUnderstanding customer needs and enhancing service quality
Callback and Call Scheduling SystemsOffering direct phone interaction, managing call volumes efficientlyPersonalizing customer service when complex issues arise

customer communications management

Key Considerations for Automating Customer Conversations

As you explore automating conversations with your customers, consider these essential points to ensure effective and efficient communication:

  • Proactively initiate conversations based on customer behavior and actions.
  • Utilize intelligent chatbots for handling basic queries, reserving human support for complex issues.
  • Embrace new technologies like biometric authentication for enhanced security.
  • Don’t neglect the importance of follow-up communication to address potential post-purchase issues.
  • Automate your social media strategy to maintain a consistent and engaging online presence.
  • Use surveys to gather valuable customer feedback and to initiate further dialogue when necessary.
  • Offer callback options for customers who prefer personal phone interactions, ensuring a balance between digital and human touch.

Automate Photo via Shutterstock

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Loren Baker Loren Baker is the founder of Search Engine Journal, hosts the podcast Search & Deploy on Rainmaker.FM and is a VP at Foundation Digital, a digital marketing agency. A long time digital entrepreneur, Loren has been in digital marketing since 1998 and over the past decade he has built & executed Search & Social strategies for leading companies in car insurance, retail shopping, professional sports and the movie & television industry.