Nowadays, many companies understand that customers want to communicate not only by phone or email, but also in other channels: chat on the website and/or in the mobile application, messengers, social networks, etc. The difficulty is that it is impossible to calculate the benefit of investing in their connection in advance.
However with the right approach
To working with customers in digital channels, you can significantly increase the flow of requests, as well as sales and customer loyalty.
In this article, we will tell you how to choose the right text channels for communicating with customers and what popular means of communication can be connected to the LiveTex chat platform: online chat for the website, order a call back, offline form, messengers, social networks, and others.
Why is it important to choose the right communication channel?
Often companies connect chats, social networks, messengers only because they are popular, and hope that with the help of, for example, VKontakte or Telegram, they will automatically get users among their clients. Will this approach always work? No, not always. It is important to start not from the popularity of the channel as a whole, but from the specific tasks of the business and the interests of your clients.
How to Choose Text Channels for Communication with Clients
- Determine the goals of communication. What internal company tasks will the connected channel solve. For example, support, sales, conducting surveys, etc.
- Define your target audience. Study the age, gender, interests and other characteristics of potential clients. This is because younger audiences prefer certain channels, such as Instagram*, while older audiences prefer Odnoklassniki (according to Mediascope).
- Conduct a competitor analysis . Study what channels are used by companies in your industry that you consider direct competitors. Try writing to them in different channels using the “secret shopper” method, evaluate how effectively competitors work with requests.
- Connect the highest priority channels for communication with customers based on the work done above.
- Set up business processes and structure the work of operators so that the maximum number of requests is processed.
- Once the channel is connected, analyze the service process and the results of work in it to understand whether target customers use it and whether it affects business indicators.
- Implement new solutions to optimize operator work and/or expand the number of channels for communicating with customers.
What text channels for communication with clients can you connect to the LiveTex chat platform
Website widgets
If you have your own website, then first of all you need to pay attention to the fact that it is convenient to contact you directly on the website, since the arguments on it do not convince everyone, many like to ask clarifying questions.
There are several widgets for communicating with clients on the website: order a call back, an offline form, a chat on the website, which do not take the potential buyer away from the website, but offer to deal with the issue right now. Let’s consider each channel separately using the example of website widgets from LiveTex.