Master customer conversations: 6 Proven communication techniques

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Customer communication does not have to be complicated. At its core, it’s simply a conversation between a customer and a support agent. The way that these conversations happen, however, has changed significantly over the years.

Customers interact with brands in so many ways. As a matter of fact, 85% of customers expect consistent communication across departments.

So, how can you ensure that these interactions are meaningful to your brand? Let’s examine six ways that will help your support team master customer communication.

What is customer service communication?

Effective customer communication is the foundation of every profitable business relationship. It involves actively listening to your clients, deciphering their messages, and taking action to improve their experience with your product or service.

We’ve all had conversations where answers were implied, instead of given directly. This also happens with clients. A good customer service agent must read between the lines and understand what is not being said. Then, they can use the information clients hold back to find new ways of helping.

The impact of a good customer communication strategy

Here’s how a good customer communication plan influences the customer experience.

• Each interaction leaves clients with a positive feeling: Every touchpoint should leave customers satisfied and valued.
• Clients feel you understand their problem: Demonstrating empathy builds customer trust in your brand.
• It assures clients that you will be there to help: Providing a safety net for potential issues reassures clients of your ongoing support, even in challenging situations.
• It proves that you do not take your customers for granted: Acknowledging your customers reinforces their importance, fostering a sense of belonging.

Six rules to improve customer communication

Effective communication is just as important as using the right software to handle client requests. Here are six rules you should follow to benefit from enhanced interactions.

1. Make customers feel like they’re talking to a real human

Nobody wants to feel like they’re interacting with a robot. When you connect with customers, they can offer valuable details about their problems, which can help your team improve processes and product features.

Here’s how to achieve this goal:

• Approach customers as individuals
• Remind customers that you are invested in finding a solution and follow-up, even if you don’t have the answer yet
• Make every communication feel personal, even if you’re using customer support templates
• Reduce the number of touchpoints customers need to go through before finding a solution to their problem
• Improve clarity and understanding by repeating the customer’s issue

2. Use positive language

This is where real customer communication skills come in. Be mindful of the language you use. There are some expressions that you should avoid at all costs.

Instruct your customer service team to avoid using negative words and phrases like “Can’t,” “Won’t,” “Don’t,” “Never,” etc.

Instead, provide positive answers like: “We are looking into that and working on a solution as we speak” and “I’m sorry to hear that, but I assure you, we are doing everything to help fix the issue” to keep customers satisfied, even in the absence of an immediate solution.

Sometimes, the tone of voice matters more than the message itself.

Always be transparent — if you haven’t found a solution, just say so, but always end the communication on a positive note.

3. Create an omnichannel communication experience

Companies that engage their customers across all digital channels keep 89% of them. Those who reach customers on just a few customer communication channels only achieve a 33% retention rate.

Companies using omnichannel communication get a complete history of client interactions. They can see how clients came into contact with their brand, how many times they asked for support (and on which channels), and how they log complaints or product reviews.

Omnichannel communication makes it easier to be consistent with your brand message across the digital spectrum, regardless of customer touchpoints. No matter how the customer interacts, they will access the same information, messages, promotions, etc.

4. Provide hybrid support

Hybrid support is a mix of traditional customer support provided by call center agents and a digitized approach based on self-support materials and automation.

This type of communication offers fast answers to your clients’ problems, especially if answers to basic client questions are automated. For example, FAQs, chatbots, and self-support materials give your customers immediate access to the information they seek.

They also work well as a primary gate of communication. Your client’s initial contact with a chatbot will establish intent.

• Why have they come to you for help?
• Can this be solved using an automatic response?

After these questions are answered, a customer service agent can address more complex issues. Although messaging apps and bots have become increasingly popular, 85% of consumers would rather interact with a live agent than a virtual assistant.

5. Deliver a flawless first-time customer experience

The first time a person interacts with your brand sets the tone for their entire customer journey. What differentiates a great first customer experience from a bad one? Speed, ease of use, and accessibility.

A good first impression must include the following:

• A professional attitude — appropriate language, respect, and politeness
• The right knowledge database, which leads to credibility
• Tutorials, live chat support, and every other type of content that answers questions quickly and effectively

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6. Perfect your customer communication style

Communication styles play a crucial role in customer service. Most people who work in this field focus on the message that they are trying to send and forget about using the right approach when dealing with difficult customers.

The main communication styles customer service representatives should know are:

• Assertive: This communication involves expressing thoughts, feelings, and needs openly while respecting others. When using assertiveness to communicate with clients, agents establish clear boundaries and maintain professionalism.
• Passive: In a passive communication style, reps may avoid expressing their thoughts or needs. This may make customers feel unheard or unattended.
• Aggressive: This communication style involves expressing thoughts and needs forcefully and dominatingly. Representatives using this style may come across as confrontational, potentially escalating conflicts.
• Passive-aggressive: Representatives employing a passive-aggressive approach may outwardly appear agreeable. But subtly, they express resentment or frustration indirectly, leading to potential misunderstandings.
• Manipulative: Manipulative communication employs subtle tactics to influence the agent’s personal objectives, possibly eroding trust through attempts to control situations.

Customer service communication examples

This section showcases the successful implementation of client communication best practices.

1. Wistia

Wistia strategically employs videos to provide exceptional customer service. It creates personal how-to videos to guide customers through various software features. This enables customers to troubleshoot and retain Wistia’s solutions more efficiently than they would by emailing or calling Wistia’s support.

Image source: wistia.com

What to learn from this example

• Visuals like screenshots, GIFs, and videos clarify complex concepts.
• Modern customer communication channels drive outstanding support.

2. Neat

Neat, a company that offers bookkeeping software, ensures that its customers feel welcomed. Their website includes a 24/7 chatbot with predefined questions and automated knowledge base responses.

Image source: neat.com

What to learn from this example

• A customer-centric approach makes clients feel supported.
• On-page live chat support helps engage customers proactively.

3. Buffer

Buffer excels in customer communication by seamlessly integrating in-app support. It includes a search icon accessible on every app page. Buffer’s extensive help center, featuring over 216 articles, provides a comprehensive resource catering to various customer communication preferences.

Image source: support.buffer.com

What to learn from this example

• A quick and efficient search feature can go a long way.
• A user-friendly support system within the app ensures easy access to assistance.

Better communication for more effective support

The purpose of communicating with customers is to understand their needs, provide valuable assistance, and ensure a positive interaction that fosters loyalty.

Great support relies on good customer communication. Improve your team’s communication skills and your customers will thank you.