09/21/2022

How Customer Communication Can Improve CRO

Insights

8 min remaining

Customer communication is an essential part of being a part a business. You will need to determine when, where, and how customers will connect with you at each stage of the customer journey.

B2C markets have different ways that your target audience reaches you via comments or DMs. This is why it’s important to think about how to make yourself more visible to buyers who are always on the lookout for information. The right approach to customer relations and communication can transform strangers into loyal, advocate customers.

Communicative Channels 

There are many ways to communicate with customers. It is important to give them the option of how they contact you.

Boomers and Gen X, on the other hand, are known for avoiding calls. However, millennials and Gen Z tend to avoid phone calls. To maximize your conversion rates, it is essential to first understand your audience and then choose the right communicative channels . You can research demographics using Miami digital marketing tools like Google Analytics.

Social Media

Social media is a popular communication channel. This is done in private through direct messaging. However, comments can be made on social posts. How can social media be used to increase conversion rates?

Make a Persona

Social media has been a powerful tool for many blue-chip companies to create successful personas through creative messaging and consistent creativity. Aldi excels at this.

Your team can create a brand persona through social media. This allows them to communicate in a more relaxed manner while still being professional and providing valuable information about the industry and buying habits. While consumers may expect a happy medium of communication somewhere between friendly conversions and professional emails, the way you handle your brand persona will be completely unique to your business.

You should match your social media posts with the tone of your target audience’s TOV via comments or direct messages. Your ability to connect with your target audience is key to converting them. This includes using the language they use, their hobbies and interests, as well as the slang.

Be confident and show up often

We expect certain levels of consistency from the brands we love on social media. Simply updating your followers once a month with company information isn’t enough. Every organization should consider social proof, regardless of industry.

You can create a value-driven Content Calendar to help you plan and schedule your social media posts ahead of time. This will allow your team to respond to relevant content in your industry and manage your online communities.

Simply put, your followers want to know that you understand and exceed their expectations. Your conversion rate will improve by understanding your target audience’s needs and creating content that addresses them. Posting relevant testimonials, work examples, and reviews is a great way to increase your conversion rate.

Email

Email marketing is still a great way to increase your digital ROI, despite its archaic reputation. Email communication has been an easy way to increase conversion rates and handle customer inquiries. How can you improve your CRO technique?

Mailing Lists and Lead Magnets

It is difficult enough to capture audience data in 2022. However, there are still ways you can convert interested visitors into paying customers.

Pop-ups on websites, engaging CTAs that offer freebies or exclusive discount codes, and premier content are all great ways to increase your conversions. Pop-ups that appear immediately are often ignored and discarded. We recommend waiting until users have been on your site for at least 60 seconds before showing them the goods. After they reach that point, show them something new. No boring copy and no flashing lights. Grab their attention and get them to click.

Offering something of value to website visitors will increase their chances of converting to your mailing list. These lead magnets also make a great starting point for remarketing.

Retargeting

Customer retention is about building relationships with customers and communicating with them to understand their needs. They may be happy with a simple post on Instagram but you can go further. You will be remembered as the company that cared about them as individuals, and that is invaluable.

ROI increases when email marketing is used effectively. You should always remind your customers to abandon their carts if you are an e-commerce company.

Customer funnels are vital even if you don’t offer products. A digital marketing agency in new york can help you narrow down your subscribers and help to create a seamless customer journey.

Formatting

A well-written email includes a catchy subject line and captivating preview text. It addresses the recipient by name and offers many options to click through to the app/website.

Ever opened an email that contained so much information you didn’t know where it was, and ended up throwing it away? You won’t always be the first or the last. We understand that as a business there are many things you want to share with your customers in your email marketing campaigns. But don’t go overboard.

Each email should have a topic and purpose. Only include the information that is necessary to make it a hit with readers. When laying out emails, you should stick to the same template. This will ensure that your brand is maintained. You can use short-form text blocks to separate them with imagery, videos and CTAs.

Conversational Emails

Customers will sometimes email you directly. The way your team responds to them will determine their perception of your company and its capabilities.

Always thank them with a friendly and warm tone. If possible, be clear and concise.

Top Tip:Here’s a great place for alternative communication methods such as a link to Calendly where users can book a meeting with you and your team in just few clicks.

Tell your email recipient to let you know if they have any questions. This is a great way for customers to feel welcome in your business.

There are no automated responses. Just kindness and helpful staff who send a digital smile! Include any necessary links in an email. If possible, include a signature. Email signatures can be a trust signal to customers and help establish your company.

We find that emails are not as responsive as social media messages. Businesses often follow up by stating that a reply to an inquiry can take between 24-72 hours and X number of days. It could be a good idea to link other channels of messaging, such as a customer support social media page or a telephone number for urgent discussions.

Advertisement via Pay Per Click

PPC is not just about brand awareness or generating leads. It can also be used to communicate with customers and increase CRO.

Retargeting Ads

It’s not about what’s in the inbox. Remarketing does not have to be about targeting abandoned checkout customers. We think remarketing isn’t getting enough credit. It can generate interest in the minds and hearts of past consumers, increase brand awareness for any new products/services to a motivated audience, build trust, and increase conversion rates.

Communication Automation in 2022

Businesses will be able to adapt to the fact that they won’t have employees sitting at their desks waiting for queries to arrive. Social media platforms offer messaging automation. Websites use automated chatbots, and emails respond with automated messages.

The benefit of having your queries automatically answered is that the person who asked the question doesn’t have to wait for a reply they don’t expect to ever get back.

You can send an automated message to these users to show that you are a legitimate and active organization.

One of the best things about social media marketing is that users can choose simple questions that they frequently ask and have them answered immediately without waiting for others to reply. This allows your team to work more efficiently.

While automated messaging and responses can be great for customers and get them where they need to go faster, many people still prefer real conversation.

When you reply, tell them when they can expect to hear back or that a team member will be addressing their query. A quick response to potential customers eliminates the possibility of them looking elsewhere for what you have to offer.

It is important to respond manually when building a C2B relationship. However, depending on your business size and reach, this may prove difficult. If your team lacks the time or resources to manage these leads, it may be worth hiring an agency partner.

Summary

What have we learned? You must cater to all of your ideal customers’ communication preferences if you are to increase your conversion rate and turn new and existing customers into loyal advocates.

It doesn’t matter if you go the extra mile with a social media DM, or if you make sure to check your emails throughout the day and leave time for responses, it all helps increase the likelihood of people converting.

About the author

Kobe Digital is a unified team of performance marketing, design, and video production experts. Our mastery of these disciplines is what makes us effective. Our ability to integrate them seamlessly is what makes us unique.