Let’s imagine that a client is asking about the availability of a product or the relevance of a service. A good answer in this case should anticipate additional questions and tell about:
- presence or absence of goods;
- alternatives if what the client is looking for cannot be offered;
- price;
- characteristics not listed on the site or in an alternative source, recently added.
You need to be careful with anticipation: it is not advisable to overwhelm clients with sheets of text. If in doubt, it is better to answer the basic question directly and clarify whether there are additional ones.
Detailed answers to customer questions
This rule follows from the previous point, but belgium telegram data the connection is indirect: anticipation does not imply detail. The latter suggests that each answer should contain at least several sentences on the topic. Here are good and bad examples of responses to a customer question like “Please clarify whether the product is in stock?”:
- “Hello! The product you are interested in is in stock. The current price is indicated on the website, delivery and pick-up are possible.” This is a good example;
- “Hello! Yes.” It looks like the business doesn’t care whether the potential customer buys something or not.
Offering alternatives to the client
If a specific product is not currently available, the client needs to be offered an alternative. Let’s assume that a person has contacted a supplier of Chinese special equipment and is interested in a tower crane of a certain manufacturer, wants to order delivery within a week. Let’s imagine that only similar equipment of another brand is available, it can be delivered and assembled in 4-5 days inclusive. This is what the client needs to be told about.
Lack of importunity in communication with the client
This is about the points about detailed answers and anticipating customer questions. Short and concise messages are best, complete and excluding constant clarifications, imposing additional products or services. It is always necessary to remember the benefit, take care of the client and put yourself in his place: no one likes advertising and persistence, especially when it comes to sales.
Clarification of the convenience of communication
The convenience of communication in messengers and chats does not mean that all communication should be built accordingly. Therefore, it is worth clarifying whether a specific person would like to be called or, say, sent a catalog with current offers and prices by e-mail.
Services for automating communication with clients from social networks, chats and messengers
Let’s look at useful services and tools for automation: they will definitely come in handy if you plan to build competent interaction with clients via a chat on the site, messengers or social networks. Here are some options worth taking note of:
Jivo is a popular platform for communication products that can only be advertised if licensed in certain countries with clients. It is the leader in Russia in terms of the number of users;
Envybox . The platform offers users interactive widgets for websites. The developers of the presented solutions guarantee an increase in the number of applications and leads;
Callibri . This is a lead management platform that is part of PJSC VimpelCom. It offers services and tools for automating work with clients at all stages of a specific sales funnel;
Carrot quest . This is a platform designed for CRM marketing. Additionally, users have access to chatbots, mass and trigger mailings to business clients in Telegram;
Quickley . The platform offers clients a single business chat for social networks and messengers. This is a plus: you can forget about multiple windows and pages open in the browser;
Venyoo . The service offers an interactive widget designed for websites. The functions are as follows: answers to customer questions, collecting contacts;
Verbox . The authors of the project position themselves as a platform offering an online consultant widget for websites;
Smartbot . The platform allows you to create chatbots with artificial intelligence. The user can start for free or order a turnkey solution;
LiveTex is a universal chat platform. It is designed to unite digital communication channels with clients in one virtual place;
Umnico . This omnichannel platform allows ar numbers you to combine different channels for receiving requests from clients. Additionally, there are tools for monitoring the speed and quality of work of consultants and managers.