With the advancement of technology, the way we communicate has changed. It’s necessary to adapt to them – especially if you want to revolutionize your company’s relationship with the consumer. You should start practicing the modern communication.
What we call modern communication is a real conversation – not a real-time one. Maybe the name is a little complicated but is nothing absurd, after all, this is how the clear majority of people talk these days. Basically, real – not real-time – consists of a conversation that happens between two statuses: online and offline.
It’s quite simple: a friend sends you a message via chat and, quickly, you answer. While both are online and exchange information at the same time, it’s a real-time communication. But assuming, for some reason, your friend stays offline and the conversation wasn’t finished. When he/she returns, the whole history will still be there and you will resume talking naturally, as if there wasn’t a break between the answers. This interval between messages is what characterizes a not real-time communication.
Companies can use the modern communication to approach clients. If your customer sends a message to your company’s Facebook page, for example, and a representative is available, the exchange of messages happens in real-time. But it can turn into not real-time if the client goes off and doesn’t finish the service at the time in question.
What my brand has to do with this?
The same way your customers communicate with colleagues, they want to do with your brand – that’s why it’s important to have the conversation history. If the contact was interrupted, when the customer returns, the conversation can be continued as if the break didn’t exist. So it’s necessary that the communication of your company be revolutionized, thus becoming available to the customers. You build a closer relationship with them and gain their trust.
Prepare your company
If the service of your company is still limited to “basic” channels, like phone, email and portal of conversation, then it’s time to get updated. Being where your customer is, being available to them on their terms and providing a service with an excellent customer experience should be priority strategies for turning your customers into fans.
It may sound complicated, but you can do it all without exploiting your employees. The same way technology made all this revolution, it helps you to get around it. There are tools that unify the client’s contact with your company, keeping the history of conversation and facilitating modern communication.
This way, you can save time, optimize the work and, especially, be available to consumers in several channels at the same time.
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