7 keys to improve customer communication ft. Generative AI
Avoid the virtual communication gap and ensure effectiveness for better customer experience via. AI assistant
Let’s be honest, there is nothing as attractive as having great communication skills, be it a person or a brand.
Some might say it’s a bare minimum. However, I couldn’t say I’ve never been disappointed by poor customer service when making an online purchase.
The 2023 Project.Co data shows that businesses continue to face challenges in effective communication, with 99% of the consumers saying communication with them is highly important and 68% of those customers would rather turn to the brand’s competitor if such demand is not met.
Customer support representative errors
Regardless of the size of the businesses, common mistakes brands make when communicating online with customers include:
- Delay responses
- Poor grammar and spelling
- Overuse of Jargon
- Ignoring customer feedback
- Not following up
- Failure to apologize
- Not providing solutions
And they are looking for better, more innovative solutions.
In recent years, more brands have channeled their focus to better their customer service through even more advanced AI technology like virtual agents. However, to maximize the result, it also requires strategic and effective use.
Right investment, wrong impression
A research revealed that in a company of 5,000 customer service agents, the utilization of generative AI resulted in a 14% increase in issue resolution per hour and a 9% reduction in the time dedicated to addressing each issue.
Additionally, there was a 25% decrease in agent attrition and requests to escalate issues to a manager.
That basically means the brands would have their platforms equipped with AI assistants and chatbot integrations for higher accessibility, faster responses, and customized experience.
But to ensure effectiveness as I mentioned above, there are still some checklists to achieve exceptional customer communication.
7 keys to improve customer communication
1. Clear and Concise Messaging
Ensure that your communication is clear, concise, and easily understandable. Avoid jargon and use language that your customers can relate to. Straightforwardly provide information to minimize any potential confusion.
2. Use Multichannel Communication
Employ various communication channels such as email, chat, video calls, and social media to meet the diverse preferences of your customers. This allows them to choose the method that best suits their needs.
3. Prompt Response Time
Aim to respond to customer inquiries promptly. A quick response time demonstrates your commitment to customer service and helps build trust. Utilize automated responses or chatbots to acknowledge receipt of messages, even if a detailed response will take some time.
Tailor your communication to individual customers whenever possible. Use customer data to personalize messages, addressing them by name and providing information or offers that are relevant to their preferences and past interactions with your business.
5. Empathy and Understanding
Show empathy and understanding towards your customers' concerns. Acknowledge any issues they may have and express a genuine desire to help. This human touch is crucial for building strong customer relationships, even in a virtual environment.
6. Virtual Etiquette
Follow appropriate virtual communication etiquette. This includes being mindful of tone, avoiding all caps (which can be perceived as shouting), and using professional language. Be aware of cultural differences that may affect communication styles.
7. Proactive Communication
Anticipate customer needs and provide information proactively. Keep customers informed about relevant updates, such as changes to services, upcoming promotions, or any potential disruptions. Proactive communication helps manage expectations and reduces the likelihood of misunderstandings.
Adopting these keys with your customer service system can ensure both your AI assistant's and human agents’ responsibility to create consistency and reinforce brand image professionally and effectively.