Introduction To Customer Interaction
The matter of every business lies in the hands of the customers. The market is competitive, and the expectations of customers are sky-rocketed. Offering a good product or service doesn’t alone produce the right outcome but developing good relations with your customers can play a pivotal role in determining the position of your brand in the market. While we discuss the significance of customer interaction, one thing to keep in mind is that customer experience is not a one-time experience. It’s an ongoing phenomenon of developing and strengthening good relation with your customer.
It is essential to understand what customer interaction is before we get into details of how it can be beneficial for your business? The phenomenon of addressing the demand of the customer and ensuring it through the supply of your product or service is known as customer interaction. Companies hire representatives who are trained for customer interaction. This enables them to understand their customers, giving them a competitive advantage in the market.
- Similar to live chat overview, call center offers left panel that will help you navigate inside dashboard in 1 click.
- Call history offers list of all incoming and outgoing calls from LiveAgent with full-text search.
- Action button lets you open a specific call ticket so you can access call recordings and the whole ticket thread.
Customer Interaction Skills/Etiquette
Customer service representatives are taught a set of skills which are needed to communicate with the customers. There are several ways through which companies understand their customers and maintain good relations with them.
Infamous Tech blogger at CrowdWriter, Stella Rose argues that:
“Customer interaction should not only end on a one-time sale, but it should be a long-term relationship between the company and the customer.”
You may have come across terms like a new customer, returning customer and loyal customer. These three terms are basically a cycle which is only possible through customer interaction.
Below, are some of the crucial elements of customer interaction etiquettes that can be adopted to understand the customer better:
1. Show gratitude
The key to every relationship is showing appreciation. Especially, if you are in business, you have to make your customer feel special. Many brands these days train their guards and staff to greet the customer nicely when they enter their shops and thank them when they leave. Not necessarily, every customer will buy something from you, but greeting them nicely will make them remember the experience. Another trick is associating how you embrace your customers with the brand name or logo. For example, your brands' name is Peace Star; you can greet your customers by saying: I hope you are having a peaceful day? This is called using the situation to your advantage. Not only the customers will be pleased with the gesture but are likely to remember your brands name for long.
2. Show empathy
Show people that they are valuable to you and watch the magic happen! Brands adopt this strategy while addressing complaints and issues put forward by the customers. Be apologetic if they face any problem and ensure them their complaints are taken seriously. You can also request your customers to fill the review card and make changes as per their demand. Filling the review card makes the customers feel important and make them realize their say is important in your business.
3. Be creative & excite your customer
The innovation of technology has brought in light many mediums. Using these mediums tactfully are proving to be valuable for the companies. Introducing discount codes, deals or gift cards is not the only way to make your customer happy. Give them a shout out on social media for being the loyal customer or send e-mails and messages to your customers for shopping from you. These are some of the tricks to make them feel special.
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Customer Interaction Process & Map
There is a cycle of developing a relationship with your customer to strengthening them. Customer interaction is a one-end or two-end process between the companies and their customers. To help understand the process of customer interaction better, here is a map that explains each step from beginning the communication with your customer to developing a bond:
Customer Interaction Software
Many companies are making use of customer interaction software that works as robots with set patterns and languages to help you understand your customers. These software’s make use of LiveAgents, available to chat with your customer at all times. Using ChatBots, customer interaction software collects data from customers and also answers the queries. Here are some of the features of LiveAgents provide for ticket management. They can collect required inputs through communication from the customer and then it will process that information and direct it to the required support representative at the precise time. Further such customer interaction software can be used through websites and mobile applications for ticketing, managing hybrid ticket stream or even going for automatic ticker distribution.
- Use departments and tags for segmentation and distribution and assignment of tickets.
- Use the extended customer information view to quickly gather information about the customer you are communicating with and access multiple integrations with other apps.
- Ticket thread lets you see all communication with a customer even if it started from a different channel like chat and continued with email.
How To Improve Customer Interaction?
You can improve your customer interactions by:
- Strengthening your communication to be able to interact better with the customers.
- Be present where your customer is.
- List down the touch points, analyzing the places your customer visited, for your brand to be readily accessible. For example, if you are selling diapers, mothers visit general stores and grocery stores. Your target for reaching your market is through general stores.
- Take feedbacks seriously and improve your service as per customer’s requirement.
Excel Through Customer Interaction
To run a successful business, companies adopt a handful strategy with a good marketing mix of 4 p’s including product, price, placement, and promotion. When your mix is ready, critics suggest focusing on customer interaction hence add it as one of the principal components of assessing the future of your business. Train your staff to utilize their capabilities to the maximum and understand the demand of your customer. Once, you have built a strong connection with your customer, building a fortune through your business becomes easy.