Excellent customer service is a key factor in determining whether a firm is a good one or a great one. According to experts, companies can suffer losses of billions each year due to poor customer care. This problem affects companies of all sizes and sectors.
A positive customer experience is built on speed of response and reliability. However, a thorough and personalized communication can be costly and costly. To discover extra information about ActiveCampaign Consultant, you have to visit our website.
Indeed, most mid-sized businesses do not have the resources to write every individual client interaction or respond manually to every inquiry. Automation is the answer.
There are many ways to automate your communications with external parties regardless of whether your customers prefer text or email. Here are the essential guidelines to follow when designing your automated communication plan.
Determine Communication Points
A business might want to contact clients for many reasons. These include responding to questions making appointments, welcoming new customers, sending order notifications and handling invoices.
The first step is to determine the kind of data your company uses most frequently, what platforms should you utilize to share this information, and how they can be automated.
For example the restaurant chain that offers delivery may want to send automated texts after an order is placed and then when it is taken out to be delivered. Or, an online retailer could wish to send an SMS or email when the payment has been received.
Create Trigger-Based Messages using Triggers
Automated communications aren't just delivered randomly, they have to be triggered by an event. Triggers can be utilized to send one-time messages or an onboarding sequence with the goal for reengagement.
Choose and Integrate the Right tools to increase customer engagement
Today, clients are not content with one channel. Customers are constantly switching between online and offline channels all the time and expect individual service from businesses during their journey across all channels. But keeping track of the various channels and ensure they work in harmony can be a problem. It's the same in integrating your internal tools and platforms to understand what data to be using and the best time to send the appropriate communications.
Chatbots and AI can help you save time and money.
While many electronic communications may appear one-sided, chatbots allow two-sided dialogue in real-time. Chatbots make use of artificial intelligence to interpret customer inquiries and give correct details. Bots are able to handle greater than three quarters of all customer interactions. They can also automate responses to frequently-asked questions.
Monitor your effectiveness and refine your plan in line with your findings.
So how can you tell that your automated process is working? What percentage of your customers are open to your automated emails? For appointment reminders How many of your customers respond with a 'Yes' or 'No' to the message? Analytics tools can assist you in monitoring your results and figure out the percentage of patients who respond.
Automated dashboards for process intelligence keep track of campaigns and track progress against key performance indicator (KPIs). You can also track and set metrics from one place.