Keeping Communication Open Between Your Business & Your Customers

4 Mins read

If you are keen to make sure that you are going to have great success in your business, then you need to always focus on your customers first and foremost. As long as the experience you are giving them is a positive one, then you can expect your business to basically do well, so that is an area you always know that you can look into and easily help to improve things in your business too. There are many ways that you can improve the customer’s experience, but one which is always going to be of some use is if you try and keep the lines of communication open between your business and your customers. As long as your customers can easily enough get in touch with your business, you should find that you are going to keep them happy much more easily. So, let’s take a look at what might be involved in order to make that a reality.

business communication tactics

Shutterstock Licensed Photo – By g-stockstudio

Their Choice

The most important thing in all this is that you make sure that you are giving your customers a choice at every step of the way. As long as they feel that they have the final say in whatever it is that you are offering for communication, then they are going to be much happier, so that is absolutely something you can focus on in order to really keep them happy for longer. When you offer them the choice, it means that they are going to be able to operate on their own terms, which is usually the most important thing that most people are looking for in general. Be clear that you have many options and that they are able to make their own choice and you should find that this much more effectively results in a happier customer. All that being said, what kinds of choices are you likely to be able to offer them? That is what is really important to think about, and it is what we will discuss now.


For most people, their favorite way of getting in touch is still by phone. There is something very calming and reassuring about the phone, as it means that they know they have spoken to a real individual who can likely help them in whatever way they might need. It is for this same reason that you should absolutely make sure to avoid using pre-recorder or automated voices, as that is one of the quickest ways to ruin this form of communication for most customers. But as long as you have a real person there able to take the call, your customer is likely to really appreciate being able to be in touch in this way.

If they have any particularly pressing issues, it means that they know that it is likely to be dealt with in a much more reasonable and swift manner, which is really important. And it makes your business appear all the more human, too, which is always a good thing when you are trying to keep the branding moving in the right direction. Make sure you have decently long hours in which you can receive calls, so that it is more convenient for your customers, and that you have properly and effectively trained up the staff who receive the calls. That will ensure that it is as good an experience as possible for your customers.


Of course, it might be that you also need to think about how you are going to communicate more effectively with them, not just with how they are going to get in touch with you. One way that a lot of people like receiving messages from companies is by SMS. This usually tends to work for things which obviously don’t require a great deal of information, but are simple little notes such as ‘your package is on its way’ or ‘thanks for your payment’. Receiving these kinds of messages are a useful way to know what is going on, and it is absolutely a good idea to think about having this service in your business if you are keen to make things as easy for your customer as possible.

The truth is that this is something which is very easy to do from your end of things, and it is cheap to run as well. If you have always wondered how businesses make this work, it’s actually very simple. One of the best methods which most businesses are going to use is an email to SMS gateway, which is essentially where you use email to send messages with SMS to a phone. That is a great way of getting those messages out there, and if you use an automation for your emails too, then you can make this an even easier process still. Given that it is so easy for both you and your customer, it is finally one of the better options that you might really want to consider.


A lot of people still like receiving information via the post, and in some cases it is essential due to the kind of data being shared. If you want to make sure that you are offering the best service you can to your customers, then you will need to know that you have thought about the postal side of things. The most important thing here is speed, which is somewhat dependent on the postal service, but which you can make as quick as possible on your end to help it out a little. Post is useful for any paperwork which your customer needs, or any which they need to send to you, and it is important to make sure that you keep it safe at all times too, so that anything sensitive does not get lost or stolen along the way. Do that, and you will find that post becomes a much better way to communicate with customers.

These are all useful ways to keep in touch with your customers and vice versa, and you should make sure you have considered them all.

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About author
Ryan Kh is a big data and analytic expert, marketing digital products on Amazon's Envato. He is not just passionate about latest buzz and tech stuff but in fact he's totally into it. Follow Ryan’s daily posts on Catalyst For Business.
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