7 Customer communication channels your E-commerce needs6 min read

There are many customer communication channels available to companies today, but which ones are essential for e-commerce? If you are interested in knowing, stay with us until the end.  

If you have an online business, it is important to connect with your target audience. To be successful you must have a good communication strategy.

Certainly, there are many different channels you can use to reach your customers, and each has its own advantages.   

Using more than one customer communication channel is key to the success of your business, that’s why we bring you the essential channels for e-commerce.

Let’s take a look at the importance of implementing them, what they are and how you can manage them all from a single platform. Are you interested? Read on!   

Importance of customer communication channels   

Customer communication channels are the means by which companies can build a solid customer base and build brand loyalty.

For this reason, the most important factor to consider when choosing communication channels is their ability to meet the needs of your target audience.   

Establishing customer communication channels for your company allows you to:   

• Get to know your customers and their needs better through interaction via bidirectional channels.  
• Better focus your product or service according to your customers’ requirements.  
• Create more effective marketing strategies.  
• Increase sales.  
• Improve your company’s customer service.

Main costumer communication channels

1. Social media

Social networks are a powerful communication tool that can help you reach a large audience with minimal effort.   

In addition, we know that many people start their online sales ventures through Instagram and Facebook.   

For this reason, make sure you have a strong platform presence on social networks and use them to engage with your customers.   

Even if you already have your own app, social media is the primary customer communication channel to promote your brand and connect with your followers.   

2. Email 

So, did you know that email remains one of the most effective costumer communication channels? Yes, especially when it comes to building relationships with customers. After all, you can use email to:  

• Send newsletters. 
• Share content to generate traffic to your website.  
• Special offers.  
• Important updates about your product or service.  

Moreover, a common mistake of new entrepreneurs is to think that using email is an old-fashioned way, but the truth is that according to a HubSpot survey in 2021, email marketing campaigns increase revenue by 760%.   

3. Live Chat   

Live chat is a form of customer support that allows you to quickly and easily resolve customer issues as they arise. It is a great way to offer customer support and answer questions people may have about your products.   

It is considered as the best customer communication channel for e-commerce if you need to improve the overall customer experience, as it allows you to solve their problems quickly and efficiently.  

In addition, live chat can be used to up-sell or cross-sell products and services, which can increase sales. And finally, live chat can reduce the costs associated with customer service.    

4. Chatbots

Chatbots are a great way to provide customer service and answer any questions your customers may have. They can also be used to promote new products and special offers.  

Currently, along with live chat, is the most useful customer communication channel for E-commerce companies that must provide 24/7 customer service.  

The chatbot can be configured to answer your users’ most frequently asked questions. As a result, not only will you keep your clients satisfied, but you will be able to reduce repetitive tasks and invest time in more relevant ones. 

5. In-app messaging

In-app messages are a great way to reach your customers while they are using your app. They can be used to promote new products, special offers, or just to keep them updated about what is going on with your company.   

They are a very direct way to reach your clients as soon as they open your App and can help you get leads faster.  

However, it is important not to overuse them as they can be annoying for the customer if they are presented too often.  

6. SMS Marketing 

SMS marketing is a great way to reach customers who may not be checking their email regularly. It’s also a way to send time-sensitive information such as special offers or sales alerts.  

To get started with SMS marketing, businesses should identify their target audience and create a list of phone numbers. It is an effective way to reach your clientele and can be used in conjunction with other costumer communication channels, such as social media or email marketing, for greater effectiveness. 

7. Telephone

One of the great advantages of telephone marketing is that it allows you to reach a wider audience. You can call customers from different parts of the country or even the world. It’s a great way to expand your customer base and increase sales.  

It also allows you to personalize your messages to each client, create a more intimate connection with them and build lasting relationships.   

In addition, here are some of the things to keep in mind when marketing over the phone:  

• Make sure you have a clear and concise message. Customers should be able to understand what you are offering quickly and easily.    
• Be courteous and polite. Remember that you are talking to another human being, so treat them as such.    
• Don’t try to sell at all costs. Many customers will appreciate a more subtle approach.   
• Follow up after the call. Send a thank you note or email.  

So if you understand your business goals and objectives, you can make an informed decision about which costumer communication channels will work best for you.   

Of course, no matter which channel you use, you must be responsive and helpful to build customer loyalty!  

And this is where the problem arises for many e-commerce businesses or those that rely on their digital presence: How to manage all these channels at the same time? We have the perfect tool for you!   

Want to improve your interaction with customers? Use the omnichannel solution    

An omnichannel Help Desk software consolidates all your customer communication channels on a single platform.     

An omnichannel platform allows you to:   

• Get a 360-degree view of every customer interaction.  
• Quickly respond to your customers’ questions, and effectively solve any issues they present.  
• Increase customer satisfaction rates.  
• Increase sales.  

GB Advisors offers you omnichannel software like Freshdesk, so your company can take advantage of a variety of communication channels.

Of course, this includes traditional channels such as phone and email and the most current ones such as chatbots and social networks.   

By using Freshdesk, companies can offer their customers a more seamless experience regardless of the channel they use.

In addition to providing a smoother customer experience, Freshdesk offers 3 key solutions to help your business succeed:  

• Its efficient ticketing system ensures that no customer query goes unanswered.   
• Its self-service portal gives customers the ability to find answers to their questions without having to contact the helpdesk.   
• Intelligent metrics provide companies with valuable information on how they can improve their support operations.   

In conclusion, these solutions allow your communication with customers to be more effective. Likewise, you can streamline processes to reduce costs, improve internal and external organization. All this only by having your company’s information centralized in one place!

Contact us and we will give you the advice you need to take your business to the next level.