Remote work has become very popular over the years. Businesses today no longer have to look for talents close by. Instead, they can expand their search on a global scale thanks to remote work. Moreover, people that are working from home tend to be more productive and efficient due to fewer distractions and more comfort.
However, communication with customers from the office where workers have all the resources on their disposal is one thing, whereas communicating with customers from the comfort of their home is something entirely different.
Customers require proper service and support regardless of where your employees are, and it’s up to business owners and managers to ensure that their employees have the right means to communicate with customers efficiently no matter where they work from. With that in mind, here are a few top ways to communicate with customers while working remotely.
Email was and still is one of the most common communication channels in use today. A lot of people would prefer to send an email to a company or their customer service department before picking up the phone to call them.
As for the remote workers, answering emails promptly and politely is of the essence. However, this can be difficult to achieve, especially when there’s a sea of emails coming your way. Just reading them all can take up a lot of your time.
Automated responses can help out a lot in this matter, but they can also do a lot of harm if customers expect a detailed reply from an actual person. Therefore, try to segment your emails based on inquiries and use automation where it will benefit you while replying in person to emails where customers expect you to.
Unfortunately, communication through email can be vague and slow, which is why this channel requires more attention than others. Still, a well-organized employee working remotely can easily maintain proper communication with customers through emails.
Social media platforms have become one of the most popular hubs for customer service and support. People browse social media networks all the time, and it’s only convenient that they’d use their time there to keep in touch with companies they do business with.
For remote workers, communicating with customers over social media is more than an efficient way to maintain a good relationship with them, while providing them with proper answers. Customers will not hesitate to ask a question or raise awareness about an issue directly on the company’s profile on social media. For example, one customer may ask about issues that concerns them.
Unlike email, where only a single customer will get the answer, relying publicly on a company’s social media profile will provide answers to multiple customers that may share these concerns at once. Simply put, social media can help remote workers manage more customers at the same time.
A lot of consumers still prefer to talk to a representative of a company’s customer service and support department. This is where phone calls come into play. Under normal circumstances, a company would have a dedicated phone number for such purposes, but if your employees are working remotely, you simply can’t give their personal numbers to customers.
Fortunately, there’s a solution to that, and it comes in the form of cloud-based phone systems that work over the Internet.
Companies can make use of insightful reviews to pick the best provider for such services so that their employees can still provide service and support to customers even when working remotely. Since these systems don’t utilize landlines and are not tied to a specific location, such as an office, employees can access the system online and receive phone calls on their computers.
Live chat quickly became one of the most popular means of communication between companies and customers. Customers find this method convenient as they can get their answers fast and on the spot, which beats other channels with ease.
That said, live chat has one of the highest satisfaction rates (73%) among customers because they can get their answers quickly and accurately. Furthermore, 79% of consumers claim they prefer live chat because they get answers immediately, while 46% of consumers claim live chat is the most efficient communication tool available to them. For instance, live chat is available on a company’s website, and customers can access it while browsing the site.
Moreover, the live chat feature can be provided from the company’s premises, remote office, or even an employee’s home. Live chat can work like a messaging app or a video call, depending on the level of service the company provides. In any event, remote employees can easily communicate with customers over live chat, since this service is provided over the Internet.
Communicating with customers online is never easy, especially for remote workers who are basically isolated from their coworkers and the company’s resources to some extent. However, with proper channels at their disposal, even working remotely doesn’t have to hinder employees’ ability to communicate efficiently with customers.
In this article, we covered the most common and the most effective communication channels that remote workers can utilize. Emails, social media, phone calls, and live chat features certainly aren’t the only means available for efficient communication with customers, but they are convenient when it comes to working remotely, especially if employees have limited access to company resources and equipment. Each channel has its unique advantages and disadvantages, and it’s up to companies to decide which channel their remote workers will use while working remotely.