How to Improve Communication With Customers Online?
September 10, 2020

How to Improve Communication With Customers Online?

Consistent interaction plays a crucial role in all kinds of professional and personal relationships. It is even more essential when it comes to building a solid business-to-client relation. Positive and wholesome conversations lead to a myriad of benefits for both end-users and businesses. The capacity to practice  the best way to communicate with clients begets client loyalty, repeat purchases, referrals, and word-of-mouth. 

Now that people complete most of their transactions and keep in touch online, much concentration should be given on learning digital tools designed to improve how your team communicates appropriately with customers.This article enumerates customer communication strategies to enhance how discussions with end-users are handled by your support representatives.

Importance of Effective Communication With Customers

Now that people complete most of their transactions and keep in touch online, much concentration should be given on learning digital tools designed to improve how your team communicates appropriately with customers.

Miscommunications are reduced when businesses understand how to communicate with customers in writing.

To help you get a clearer picture of how you can become an efficient communicator to your end-users, below is an in-depth discussion of what leads to strong connection with end-users.

  1. Open conversations create opportunities for both parties to be heard and understood. The audience will feel that their thoughts are valued and that their needs matter to the business. Objectively discussing client concerns and queries often lead to satisfaction, increased loyalty and the possibility of being promoted by existing users to their peers.
  2. Speaking directly with your audience gets rid of problems that can arise from miscommunication. The proper handling of client complaints, even while they are irate or furious, goes a long way in resolving the issue at hand. The different methods of communication when dealing with clients involves active listening. Active listening compels support agents to pay closer attention to the messages that people want to convey to your business and you also learn to understand the language that your target market speaks.
  3. Effective communication saves time. Simply put, an idea or a thought well-translated to the receiver and well-received by the receiver can resolve a concern quickly which will lead to faster transaction. Great conversations brought by excellent conversational  skills help audiences grasp your messages and instructions with minimal supervision. This is also when being proactive comes into the picture. You need to take initiative on what information you should need to provide to the customer even before he/she asks for it, so potential repeat contact for minor concerns that can easily be addressed by being proactive to the customer will be reduced.
  4. Effective communication generates sales and boosts the brand. Above all else, when a customer has a positive experience with your services, their contentment is often judged by how their questions were handled by the client support agents. Their reviews of your product are expressed through the personal accounts they share with their friends, thereby exhibiting how positive reinforcement through open and professional discussions compel your users to promote your brand. The more leads they convince to try your products, the higher the probability of increased sales.

Best Ways of Effective Communication With Customers Online

There are tested-and-proven customer service communication tips designed to assist you developing positive communication in your customer service team. These tips effectively improve how old and new customers perceive your brand as a whole. There are two main aspects to these tips:

Customer Service Best Practices —  First impression is important:

  1. Minimize waiting time — Regardless if they are reaching out via phone, email, or chat, customers tend to lose their trust when they are made to wait on queue for a long period. In fact, being put on hold for over five minutes is one of the reasons why customers get frustrated with customer service support. You can minimize waiting time by employing enough people to handle the influx of user feedback and concerns. Other solutions you can try involve utilizing AI in the form of chat bots who can send automated and canned responses even beyond your operating hours. You can also program these bots to provide customers with alternative hours wherein a support agent is available to entertain their issues.
  1. Limit the use of scripted statements — Customers can tell if you are using spiels or reading from a script, so be mindful when you incorporate canned messages in your replies. Spiels are easier to spot during phone calls. It takes some training, but you need to teach your customer service staff how to convey sincerity even when their answers are based on prearranged scripts and FAQs. Be mindful of your tone and stay alert as this will significantly influence the overall experience of your audience.
  1. Use positive statements — As much as possible, this should apply to all your statements, including your questions. The tone of your message and how you position words in your statements will have a huge impact on how your customers will perceive you and your brand. For example, instead of saying “I cannot do that because I am only tasked to do this”, you can say “I would love to help you with that, but it is out of my league so allow me to forward you to our billing department. They are the best department to assist you regarding your concern.” Aside from carefully phrasing your responses, it will also help if you stay away from using technical words or jargon. Customers will have a hard time understanding an explanation when it’s loaded with technical words. Reword your statements and replace complex terminologies with common phrases  to ensure understanding on the customer’s end. If a certain concept is also difficult to explain, then use analogies to represent the situation at hand.
  1. Listen actively — This is a basic consideration for effective communication. You don’t just communicate to respond. Rather, you do it to listen actively as well. Listening actively also means that you are not simply hearing what words are being said. Instead, you are taking time to comprehend the message as a whole. When you listen with your heart and mind, you are also learning how to control yourself and avoid interruptions when someone is talking. Communication, after all, is a two-way street. Let the other person talk first so both of you have the appropriate time to lay out your ideas without someone interrupting your train of thought.
  1. Expect customers to have questions and objections — In dealing with customers, you should be open to encountering several questions and possible objections. When you work with the mindset that a customer can object or react negatively anytime during a conversation, you are preparing yourself on how to respond appropriately. Learn a few empathy statements, too, and learn them by heart. Put yourself in your customer's shoes. At times, the only solution for an enraged customer is to make them feel that you acknowledge and understand what they are going through.
  1. Conclude conversations appropriately and nicely — Again, it is all about leaving a good impression on your customers, whether you are talking to a new customer or not. Communication with customers in business has a golden rule: Consistently retain a good image of your company with your target market. A good image is equivalent to increased sales, because potential customers will want to buy from a company that looks after its customers, as evidenced by how the customer service team handles their existing supporters.

Accessibility — Website and social media communication:

  1. Update your contact page — Check every little detail on your website and social media pages if you aim to boost visibility across your target market. Your main communication channels should be listed in the contact page, so that customers will easily find your contact information and know how to reach you.
  1. Enable live chat — Many companies still settle only with phone calls and emails. While these communication platforms are still feasible, you need to learn how to go with the flow. Recent trends show that around 79 percent of the customers prefer to use live chat because it’s convenient. A customer simply has to type their message or query in a text box and it will allow them to speak to a customer service representative immediately as long as it is within the office hours. As for the company’s side, a chat widget is also considered to be the best way to communicate with customers due to its real-time accessibility and convenience.
  1. Increase online communication through social media — Perhaps, your company already has a Facebook page that customers visit. Why not create accounts on other social media platforms so your brand reaches a broader audience? Aside from Facebook, two of the other more popular social media sites are Twitter and Instagram.
  1. Monitor standards and collect customer feedback — Monitor your customer service team’s communication metrics. Make sure everyone follows the guidelines in interacting effectively with your audience. Collate customer feedback to instill customer service accountability. Once communication metrics and feedback systems are set up, providing a standard communication strategy for your team members to follow becomes more manageable.


Knowing how to improve communication with customers online has a lot to do with how you train your team to handle customers with ease, confidence tied and a complete background of the best practices. You can even do so much more when you also incorporate advanced tools to make your customers’ lives easier. For instance, consider using a live chat option on your business website so that customers will reach out to you more easily. It would help if you try for your customer support needs and bring them to a whole new level. Some of the services they offer are 24/7 agent support, multilingual chat support, third-party software compatibility, and widget customization.  If you’re open to these tips and suggestions, then your team will surely have a smoother customer service workaround.