The 24/7, Always-On World
“85 percent expect an answer on Facebook within six hours.”
“Sixty-four percent of the respondents demand an answer within 60 minutes.”
Living in this era of convenient communication and social media can always provide people with fresh ideas and needs. To pitch a new client means that customer-centric marketing must be launched, and it also means that markers and agencies must also live in a 24/7, always-on world. To pitch a new client in this world, they must pay more attention to the 5 most important things：
1. Always appear when consumers need you.
Consumers don’t need to wait until the opening hours of brick-and-mortar shops to order the products they want online. Therefore, they may need online customer service to provide services for them at any time. When pitching a new client for the agency, markers and agencies must understand that many consumers do not have the patience to wait too long. Therefore, appearing when needed and providing the required information will greatly promote product sales.
To provide a 24/7 online service, in addition to well-trained customer service representatives, customer service bots will be very necessary. It can not only quickly understand the needs of customers, but also distribute complex matters that can’t be handled to customer service representatives based on the information obtained, and finally pitch a new client with efficient and high-quality services.
2. Always provide valuable information.
Providing information that is of no value will not only waste consumers’ time but also make them think that the agency is not professional enough, which can easily end the consumer decision journey. Therefore, an agency that provides a 24/7 service also needs to ensure that when communicating with a new client, the information provided by it should be very valuable and can drive consumer decisions forward.
To do this, the agency must have a good understanding of the products it sells. Only in this way, in the face of different inquiries from different clients, the agency can effectively find the key to the problem, give the most appropriate answer, and guide and facilitate the fulfillment of the order. Similarly, in the face of complaints, a well-trained agency can also provide the most perfect remedy. Of course, all of this is inseparable from their understanding of the product.
3. Your attitude will determine your order.
Well-trained online customer service representatives can quickly provide customers with the information they need. A sincere and enthusiastic attitude can help the agency win the trust of customers and even turn more leads into loyal customers. On the contrary, an agency with an unprofessional service attitude and a service attitude that conveys impatient emotions will push consumers away. Therefore, the agency must carry out its work with a more dedicated work attitude.
4. The CRM system can help you advance your work more efficiently.
Marketing in a 24/7, always-on world means that the agency and its clients may generate a large amount of communication information at any time, and this information is not only participated by chatbots, but also by different online customer service representatives. Therefore, a proper CRM system will help the agency effectively store and analyze this information, and help the agency and clients always maintain close contact, and ultimately generate orders.
As chatbots and AI increasingly appear in marketing, customer service is also becoming more comfortable with assisting clients via conversational marketing, with surveys showing that 54% of customers would prefer to choose a chatbot over a human if it saved them time. Therefore, more and more effective information in the communication process will be continuously recorded in the CRM system for analysis and use. This part of the information will provide important support for the sales team.
5. The application of communication skills and psychological cues will help you through some difficult moments in the consumer decision journey.
How to dispel consumers’ worries before payment and let them take home the products in the shopping cart is crucial to completing the sale. Appropriate introduction of information such as product popularity and praise will become a hint at the psychological level. In many cases, making the same choice as others means a safe decision. This kind of psychological hint will likely affect the customer to continue to complete the payment. Of course, this information must be based on true data or honest content.
In the face of angry customers in the after-sales stage, skillful communication will help the agency more likely to restore the trust of customers.
In addition, after the consumer completes the purchase, the use of some communication skills can not only generate additional sales but also often maintain a closer relationship with the consumer, which will also facilitate the formation of product reputation and recommendations.
