Should I Use Chat, Email, Social Media or Phone to Respond to My Clients?
There is no straight answer to this question. The best method(s) will be determined by the needs of your specific business. Let’s take a look at each method and what it has to offer.
Email is an internet-based mode of business communication that is easily replicated, accessible, cheap and fast. Responding to clients using email is an effective and efficient method of communication. However, it has its disadvantages and advantages. Knowing them can help you make an informed decision.
Advantages
Permanent – keep a record of all messages
Convenient – a message is stored until the recipient reads it Fast – an email will reach the client in a few minutes
Cheap – the cost of email is the same irrespective of distance
Disadvantages
Data storage – when emails with large attachments are distributed, electronic storage space becomes a problem
Viruses – email attachments can easily spread a virus
Spam – such unsolicited email may overwhelm your system
Social Media
This can be a useful tool for responding to your clients. Social media will help you engage with your clients. At the same time, you will be able to boost your online presence leading to a higher search engine page ranking. Of course, it also has some disadvantages. A summary of the pros and cons is as follows:
Pros
Social media has potential advantages such as:
Improved networking opportunities with other businesses and your clients
The chance to conduct market research on your customers
Customer feedback
Better access to international markets
Improved customer engagement
Higher rankings on search engines
An increase in your website traffic
Increased leads and conversions
Substantially lower marketing costs
Cons
Possible disadvantages include:
Risk of inappropriate or unwanted behavior on your platform. Behaviors such as harassment and bullying are not uncommon
It is immediate and requires daily monitoring
Additional resources may be required to manage social media
Live Chat
Live chat is a platform where two people can send and receive text messages and files online. Many businesses have live chats as part of their online support. It is considered one of the best support systems by different businesses.
The reason why some companies do not use live chat is they do not understand its benefits. A good number of businesses believe having a simple website is enough for their online presence. They do not know the impact of not having a live chat system.
Just like any system, live chats have its benefits and disadvantages:
Benefits
Boosts customer loyalty
Increases sales and lead conversions
Customers with a good experience will spread the word around
Solves problems clients may have with their purchase, account or product
It gives a potential customer a sense of importance, which may lead to a sale
Is usually associated with professional and established businesses
Disadvantages
Written responses may frustrate some clients
Customers are frustrated when they have to wait for an agent
Is not good for businesses that deal with technical products
Phones
According to research by different organizations, a phone call is the best way to respond to your clients. When speaking on the phone, the client will feel more connected and valuable. It also helps when a customer hears the tone of the company employee.
Phones are considered to be the fastest and most efficient way to respond to clients. Fast in the sense that the agent will engage with the client in less than a minute. Efficiency is achieved when the agent can get immediate responses from the client.
For example, when the client is required to give their name or address, it is faster when the client is speaking than when they are typing. Additionally, there is less chance of misunderstandings.
Conclusion
The best answer is to go with what works best for your business. You may opt to use only one, a combination of two or more or every single method. If you need you need to get additional on formation contact (v) WeCare. We have the experience and expertise to help you find the best solution for your business.