Many businesses find managing customer interactions similar to this quote from the movie He’s Just Not That Into You:
“I miss the days when you had one phone number and one answering machine, and that one answering machine had one cassette tape, and that one cassette tape either had a message or it didn’t. And now you just have to go around checking all of these different portals just to get rejected by seven different technologies! It’s exhausting.”
Though customer interactions are a bit different than dating, it can be just as overwhelming. Have you been unsure of the right thing to say to a customer? Have you had multiple messages from customers that have slipped through your grip? Do you ever wish that you just had one portal that helped you manage all of your customer communications? Look no further. Read through this article to ease your concerns and ace customer interactions.
5 tips for managing customer interactions
Every customer interaction is valuable to your business, so it’s important to make those moments count. Here are some general tips to keep in mind when you are communicating with a customer:
1. Speak naturally
Make sure that when you’re talking to a customer, you are speaking in a relaxed, comfortable tone. Whether it is in person or online, sounding like a “real person” is key for a customer to feel heard and understood.
2. Remain calm in the face of negative feedback
Most of us find it difficult to receive negative feedback, but this can be even more upsetting if you are a business owner. If you remain calm, you will be in a much better place to handle the situation.
Sometimes, more than anything, a customer wants to be heard. So if a customer has something negative to say, let them know that you hear their concern and want to help. If a customer has something nice to say, thank them! By showing that you’re listening, you will make your customer feel valued.
4. Make yourself accessible
Give your customers reliable ways to reach you, and respond quickly to their concerns. Nothing is more frustrating than sending a company an email, and instead of getting a response from an employee, you are redirected to a customer service number. Waiting on hold is the last thing a customer wants to do. A quick response time is key in establishing a good relationship with your customers. Many people have had experiences where their requests to customer service go unanswered, and this is rarely good news for a company. Whenever a customer has questions, concerns, or requests, do your best to respond quickly. (If you’d like more information on how to handle customer complaints online, check out this blog post.)
5. Practice kindness and patience
This is so important. Everyone should be treated with kindness and respect. Your behavior is a reflection of your company, so how you treat your customers says a lot about your business. No matter the situation, do your best to be patient and understanding with your customers, because good service goes a long way.
Why it’s important to have an online presence
Nearly everyone is online these days. From personal communications to business dealings, online interactions are ingrained in our society.
Having a strong online presence creates credibility and trust for your business. Putting accurate and helpful information online shows customers you went that extra step to make your business accessible to them. And guess what? Trust and accessibility are essential for your business to be successful.
Managing your customer interactions online
BirdEye’s all-in-one customer experience platform helps you easily and effectively manage your customer interactions by putting all of your communications in one single hub — your BirdEye Inbox. Are you having a conversation with one customer over text? And another conversation on Webchat? And even another over Facebook messenger? End the madness! Instead of checking three different channels, now you can access and respond to all of these conversations from one Inbox. Even better? All of Inbox’s functionalities are optimized for mobile use. It is easy to use, clean, and intuitive.
So let’s learn some more about how to manage customer interactions through the BirdEye mobile app.
What can the mobile app do?
To make certain Inbox is user-friendly on mobile, our team built the mobile app from the ground up. Using the BirdEye app will be just as straightforward on your desktop as it is on-the-go. The most important feature of the mobile app is one I’ve already touched on: all of your customer interactions can be found in one place. Messages from your website, Facebook messenger, and SMS texting can all easily be found and replied to from your BirdEye Inbox. But that’s just scratching the surface. With the BirdEye mobile app you can also…
Send bulk SMS texts
Do you need to tell your customers that you will be closed on Memorial Day? Or that your hours have changed? This is an easy way to get the message out quickly.
Take Inbox with you
Enjoy all of the functionalities of Inbox on your desktop or with the BirdEye mobile app. You can even start a conversation on your desktop, and finish it on your phone!
Enable push notifications
Don’t want to open the BirdEye app multiple times a day to see if you have any new messages? Lucky for you, you don’t have to! With push notifications, you can quickly get notified when new customer messages hit your Inbox.
Send files, photos, videos and emojis
For those moments where a picture is worth a thousand words, you’ll be thankful that you can send photos through Inbox. You can also share all major file types (like PDFs), videos, and even emojis!
With these tools you will never miss a customer message again. Now let’s take a closer look at some real world examples of how the mobile app can help your business.
But what does managing customer interactions look like on the mobile app?
Let’s say you are like Randy. Randy owns a small automotive shop and garage called Fix-It Auto. Randy’s customer Sarah is very busy. During her one free hour over the weekend, she was able to bring her car into Fix-It Auto for repairs. Randy realizes that in addition to needing new oil and a tire change, Sarah’s car is low on air conditioner coolant. Randy uses the BirdEye mobile app and shoots Sarah a quick text asking her if she approves the $50 charge. Sarah replies within 5 minutes. Now, Sarah can get her car at the end of the day, and continue with her work week as normal.
Or perhaps you are more like Christine. She owns a vintage boutique called Eclectic Collections. A customer found a picture of a vintage Pan Am duffle bag that Christine posted to her Facebook a few weeks earlier. The customer sent a Facebook message to see if the item was still in stock. Christine replied that the item had been sold, but she was able to find a similar vintage duffle bag and sent the customer a photo. The customer confirmed that they were interested in the item, and Christine was able to make the sale later that evening.
In both of these examples, the business owners were able to manage customer interactions quickly and effectively by using the BirdEye mobile app.
All of the tools you need, right in your pocket
With BirdEye’s platform, you can manage all of your customer interactions from one intuitive hub — your BirdEye Inbox. Whether you’re sitting at your desk or on-the-go, BirdEye is here to help. Send bulk SMS texts, enable push notifications, and send photos, files, and emojis through Inbox. With all of these tools at your disposal, you’ll never miss a customer message again. No wonder over 50,000 businesses choose BirdEye to manage their customer interactions. We help businesses be found, be chosen, be connected, and be the best.
Interested in getting Inbox to manage your customer interactions? Call us at 1-800-561-3357 or drop us an email on firstname.lastname@example.org