The Philosophy of Online Communication With Clients

Being a well–mannered person is important not only in the real world but also in the virtual one. If we are talking about communication between the client and the brand, then it is worth being 2 times more attentive and courteous.

Digital etiquette is an art that needs to be understood because competently constructed business correspondence with customers is one of the elements of brand success. Communicating with clients in a chat, email newsletter, by phone, or in any other convenient way requires a special style. To identify how to properly interact with clients, you have to know who your target audience is and, of course, know the rules of digital etiquette.

Why is it necessary to interact with website visitors?

Any kind of communication that is built on the usage of technology can be called digital interaction. There are numerous types of online communication, also known as digital means of communication. Email, phone calls, video conferences, and various types of messaging, such as SMS and web chats, for instance.

The era of the Internet and social networks has opened the doors to online communication, allowing business owners to instantly communicate with customers around the world. Communication with customers is one of the most important elements of a successful business. With its help, entrepreneurs can create a positive brand reputation and work opportunities.

8 rules of digital communication with clients

Your voice and manner of communication in social networks, on your website, and in a chat are one of those determining factors of the attitude of clients to your brand.

A well–chosen tone of voice plays a crucial role. The loyalty of the audience also depends on the style in which you communicate with users. But to achieve that cherished loyalty, you have to know the etiquette of correspondence.

Let’s analyze 8 basic rules that will make your communication with site visitors effective.

1. Automatic greeting with engagement

If a user is on the site for more than 30 seconds, use automatic greetings in the chat to engage them in a dialogue. For instance, you can offer help or ask a question. This is how you endear yourself to the client.

2. Response speed

Text communication channels, like chat on the site, are especially highly appreciated by customers for quick feedback. The generally accepted response time to an incoming request is up to 1 minute. After a minute without an answer, the client will likely leave your site and go to competitors.

If the operators are overloaded or they need time to find an answer, warn the clients that the answer will take some time. So they will feel that you take care of their time and do not leave without attention.

A few tips:

• Set up notifications so that the manager immediately receives a signal about the message in the chat and can respond in time.
• If none of the consultants are online, turn off the chat. You can simply change the status to “offline” with an explanatory text – then you will receive all requests by e–mail and will be able to call back during business hours.
• Add the ability to switch from the dialog box to a convenient social network or messenger. If the buyers use it, they will not have to keep the tab open, and you will have more time to respond.

3. Switching to a phone conversation in time

Sometimes there is so much information and unresolved issues in the chat that it is faster and easier to continue communicating by phone. A good manager knows how to feel the right moment for the transition and offers the client to exchange contacts and call in time.

Such situations seem to be more complicated than ordinary chat communication, but in fact, they most often end in sales. This is no longer a cold call – you are talking to a “hot” client who knows you, has spent time communicating, and wants to get the right product or service as a result. You can record calls to monitor the quality of consultations.

4. Full answers

The error of some operators is to send a link in response to a client’s question. Surely the site has all the necessary information, and the user can find it on their own. But when the client has already asked a question in the chat, it is better to spend a little more time but give a detailed answer. This way the client will see your interest and participation in the dialogue.

5. Moderate expression of emotions

It is important to balance between formal and overly emotional communication. Try to adapt to the client’s communication style, but don’t get carried away with emojis, exclamation marks, and CAPS LOCK. The user most likely considers increased emotionality as unprofessionalism.

6. Stress resistance

In non–standard situations, the managers must remember that they are the faces of the company and act in such a way as to preserve the image of the company.

Aggressive or overly emotional behavior of the client should not be taken personally, the manager should remain calm and be as correct and stress resistant as possible in communication.

7. End of the dialog

Do not forget to clarify whether you have answered all the questions. And even if the customer has stopped responding, politely say goodbye.

8. Feedback from customers

Your customers will help make your communication better. Do not forget to ask them to evaluate the quality of the operator’s work and implement the received tips in practice.

How to choose a channel to communicate with customers

All clients are different and you have to communicate with everyone in a way that is convenient for them – this simple truth has already been learned by the business. However, not all organizations are sure whether they need, say, chats on a website or bots in messengers. What should I rely on when choosing a channel for online communication with a client?

• First of all, the clients of organizations differ: by age (gadgets are unusual for older people, they often do not have the skill to use messengers, and they prefer a phone call);
• by region (in large cities there are more ever–hurrying innovator users who are ready to use communication methods that have not taken root in remote regions);
• by gender (often women and young people are more sociable in the mass than men and older people);
• by field of activity (for instance, for b2b e–mail is the standard of communication primarily because it is easy to find and clarify any controversial information in correspondence).

The choice of an online communication channel is based on determining the characteristics of the main client segments and selecting the method of communication that is most characteristic of this audience in everyday life.

For example, currently, no one is surprised by the presence of social media accounts for companies, few people wonder why a concrete plant needs an Instagram account. Social networks are becoming a platform not only for demonstrating the company’s goods and services but also a way of engaging with the clients, collecting feedback, working off negativity, and searching for hypotheses for growth and development.

Why does a business need online chats?

Chat for a website is a virtual alternative to consultants in stores. When users have questions, they can instantly contact an employee of the company, clarify all the necessary information or get help with placing an order. At the same time, the clients can continue to do their own business without being distracted by a phone conversation with a consultant.

What are the benefits of online chat?

• Collects contact information. Before proceeding to the dialogue, many chats ask users to remember the contact form. This is how companies collect a database that they can later use for marketing purposes.
• Helps to work with objections. During the dialogue with the site visitor, the operator can not only answer questions but also close all objections and doubts of the client, which increases the probability of purchase.
• It works around the clock. Employees working several shifts, including night shifts, can ensure uninterrupted work. You can also connect a chatbot that will answer questions according to a pre–prescribed scenario.
• If the chatbot cannot find the right answer, it will request the users’ contacts so that the operator will contact them during working hours.

Collecting contacts, round–the–clock support, and instant processing of requests from users – all affect the level of sales and customer loyalty. But in this case, not only technical capabilities are important, but also the skill of competent correspondence with the client. Next, let’s look at the basic rules for communicating with customers via chat on the site.

Get the most out of your business digital communication

Modern technologies provide plenty of excellent methods of interacting with customers on the Internet. Take benefit of the various instruments and resources available nowadays. And develop a strategy to build better interaction with your customers.

Just be aware, it may take some time to discover the correct approach and channels that suit your business the most.