While people expect no delay in customer response time, we know it’s easier said than done to communicate immediately with your customers. Both SaaS SMBs and enterprises struggle to answer high volumes of customer inquiries; it’s stressful to answer them all in a timely manner. Use these strategies to not only reply quickly but to streamline your business practices and gain loyal customers by implementing a faster response time.
1. Get proactive
Communication is all about setting expectations. When you’re proactive, you can mitigate potential issues that could cause customer dissatisfaction.
When a customer contacts you, give them an estimated wait time. This prevents them from contacting you through another medium, cutting down on duplicate requests.
If you’re chatting with a customer, try to resolve their situation in real time. Customers feel like you don’t care about their problems when you let the resolution process drag on.
FAQ pages are a great way to be proactive, too. Frequently asked questions are your chance to address common questions about your SaaS product. This gives customers the information they need right now and minimizes the time your team spends answering simple questions.
Content is another way to stay proactive. Whether it’s in the form of a newsletter or highly detailed product pages, content informs customers when you can’t be there for a quick answer.
2. Choose the right methods
Live chat, email, social, SMS, websites, and face-to-face interactions give you an opportunity to connect with customers.
While it’s important to give customers options, you should only use the platforms that make sense for your audience. For example, if your audience is primarily Gen Z, you should be available on live chat or social media.
Don’t invest in a communication avenue if your customers aren’t going to use it. That’s a waste of your resources and frustrates customers.
Instead, issue a survey asking customers how they want to communicate with you. Send the survey automatically after their purchase with an incentive for participating, like a coupon or giveaway entry.
3. Create templates and common replies
Over time, you’ll realize that there’s a pattern to your customer communication. Use this knowledge to create templates and responses ahead of time. This significantly cuts down how much time you spend crafting a response; it’s just a simple copy-paste.
Autoresponders are great for customer emails. This lets them know you received their email and when you’ll get in touch with them again.
Templates give your employees the power to reply to customers with confidence. Of course, make sure the templates are customizable by the situation. They shouldn’t sound stuffy or cold; your voice as a brand should still come through.
AI tools can also help you automate the communication process. Funnelfly’s templates save time while giving customers the information they need fast.
The Bottom Line
Managing customers is also about managing expectations. So, while customers expect immediacy, like anything, you can put systems and standards in place that communicate when and how you’ll be in touch to better manage the relationship. A customer that knows how to reach you and what to expect from customer response time is that much closer to becoming a loyal brand ambassador.