What business communications hacks can you leverage to make sure your customers are happy and stay loyal to your brand?
It’s an old adage in marketing that efficient communication can make or break customer trust.
But what actionable communication strategies can you pursue in 2023 to give customer satisfaction a serious boost?
Here are five tried and tested business communications hacks you can rely on.
Diversify Your Communication Channels
To begin with, make sure that you are reachable via all the communication channels your customers expect.
You might argue that that’s a no-brainer, rather than a business communications hack. But the fact remains that a significant number of businesses restricts their communication channels to a measly website, email address, and – if customers are lucky – a phone number.
In 2023, that’s not enough.
Customers want to be able to reach businesses via a diversity of channels. Including email, text, social media, live chat, messaging tools like WhatsApp, and regular voice and video calls.
Sounds exhausting? If you rely on separate services to establish these lines of communications, it is.
Instead, consider switching to omnichannel communications. Unified Communications as a Service (UCaaS) platforms, for instance, combine all these communication channels into one central portal.
This makes it easy for your team members to access conversations with individual customers, no matter which channel they use. And it cuts back on the number of notifications and accounts they have to deal with, boosting their productivity overall.
Leverage Zero-Party Data
Next up is personalization. Again, not really a revolutionary business communications hack. But highly specific personalisation is key to increasing customer satisfaction in 2023.
Adding a customer’s first name to a marketing email. Showing them ads tailored to their geographical region, age, and gender. Those basics of personalization remain valuable.
But in 2023, you need to go further than that and offer bespoke communications depending on your customers’ preferences.
Third-party cookie data, on which 81% of businesses still base their marketing decisions, is set to be phased out in 2024.
In contrast, zero-party data is on the rise. This is information that customers choose to share with brands they trust so that communications can be custom-tailored to their tastes.
For instance, let’s assume you’re a clothing brand and someone is signing up for an account on your website or filling out a form to subscribe to your newsletter. At this point, it takes minimal effort to add a short survey to ask customers about their preferred items, cuts, colours, or fabrics. You can even consider adding an incentive like bonus points or discounts for future purchases. Considering the valuable information you get in return, they are well worth it.
Go All-Out on Transparency
In 2023, customer data gets collected everywhere. And people are increasingly aware of it, and sometimes less than pleased.
That’s why one of the biggest business communication hacks in 2023 is being transparent about what data you collect, where, and for what purpose.
Apart from the fact that that sort of transparency is a requirement in some parts of the world – think the EU’s GDPR laws – it also highlights to customers that your brand is reliable and trustworthy.
Giving customers control over what sort of data is collected, and what types of communication they receive may initially seem counterintuitive. After all, you are missing out on the opportunity to reach out and convert.
At the end of the day, however, being respectful of customers’ choices and only using the data and communication channels to which they consent will build trust and increase customer satisfaction.
Automate With AI
Finally, another major business communication hack in 2023 is to harness the power of AI.
Tales of the sheer potential of generative AI such as ChatGPT have been circulating around the internet for months. In many cases, they’re not exaggerations. Today’s AI tools can have authentic, personal conversations with peoples.
And increasingly, businesses are harnessing these capabilities to increase customer satisfaction. AI powered assistants in business phone systems and live chat can significantly increase the productivity of your customer support team. They can take routine queries like booking appointments and giving updates on orders off your human agents’ hands, freeing them up to deal with truly complex issues. Overall, this will help you enhance your communication efficiency – and customer satisfaction.
Conclusion: The Best Business Communications Hacks
Investing in communication is a sustainable strategy for long-term customer satisfaction. That much is a given.
Harnessing AI to streamline communication workflows, betting on transparency, leveraging zero-party data, and diversifying your communication channels are opportunities to make these investments.
Ultimately, levelling up your customer interaction with these business communication hacks is well worth it. You’ll be left with sleeker workflows, more efficient team members, and more satisfied customers.