Updated : Apr 30, 2024
13 Mins Read

Customer Communication Strategy : 9 Tips by Experts

Customer Communication Strategy 9 Tips by Experts

Customer Communication Strategy : 9 Tips by Experts

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Creating a solid customer communication strategy is super important for businesses looking to succeed in the always changing world of 2024.

As what customers expect keeps changing, it’s more and more clear that having a good approach to how you interact with customers is key.

With so much info and options out there, how can companies make sure they’re connecting with customers in the best way possible?

By using 9 helpful tips designed to improve customer communication strategies, businesses can navigate this tough terrain and stand out as leaders in customer-focused communication.

9 Effective Customer Communication Strategies for Better Customer Service

To make customer service communication better, businesses should focus on having dedicated customer service and success managers to ensure personalized interactions.

Making customer profiles for grouping can help customize messages to specific needs and likes, leading to better engagement.

Using various communication channels, investing in live chat tools, and improving internal communications are important for enhancing customer service strategies.

1. Have Dedicated Customer Service & Success Managers

Having dedicated customer service and success managers is super important for a great customer service plan. These managers are really helpful in building strong relationships with customers by giving them special support and advice.

They focus on what the customers need and not only keep them happy but also help the business grow by offering them personalized deals.

Success managers stay in touch with customers throughout their journey, making sure they have a smooth experience on all communication platforms.

This makes interactions more personal and takes the guesswork out of marketing efforts. Also, following their advice on using different communication channels helps in keeping customers happy and coming back.

With these managers working hard, businesses can create a strong base for effective customer service communication.

2. Create Customer Profiles for Segmenting Customers

Creating customer profiles is crucial for businesses looking to improve their customer service communication strategies in today’s competitive market.

Customer profiles help personalize communication by grouping customers based on their demographics, behavior, and preferences. This grouping helps remove the uncertainty in marketing efforts, allowing businesses to send more focused messages that connect with customers.

With customer profiles, businesses can customize their messages for specific customer groups, making their content and offers more relevant.

This personalized approach not only boosts customer engagement but also strengthens relationships with the customer base.

Companies like Victoria’s Secret have effectively used segmentation to target different customer segments with tailored marketing strategies, highlighting the significance of personalized messaging in enhancing customer satisfaction and loyalty.

3. Take an Omnichannel Communication Approach

In today’s tough market, businesses can improve how they talk to customers by using an “omnichannel” plan. This means they use a bunch of different ways to talk to people, like email, social media, and phone calls, all together. This helps keep the brand message the same, gets people more interested, and makes them happier. Companies that do this keep 91% more customers than those that don’t. When customers use lots of ways to talk, they spend more money in stores and online. Most customers want the same experience no matter how they talk to a company, so using an omnichannel plan is key to making strong relationships and keeping customers happy. The chart below shows why it’s smart to use an omnichannel plan:

Higher Customer RetentionKeep 91% more customers than businesses that don’t use all the channels
Increased Customer SpendingPeople who use lots of channels spend more money in stores and online
Consistent Brand MessageMake sure the brand message is the same everywhere people hear about it
Enhanced Customer LoyaltyBuild strong relationships and keep customers coming back
Boosted Customer SatisfactionMake customers happier by talking to them in a smooth way

4. Invest in Live Chat Tools

Investing in live chat tools is really important for making customer service communication better in modern businesses.

Live chat tools, like Desku live chat, are super helpful in giving quick and reliable support to customers, which is what user-focused companies need.

These tools give instant help, stopping customers from going to other companies by answering their questions right away.

Companies that use live chat software see happier customers and more people sticking with their brand. Live chat tools are the foundation of customer communication strategies, making sure customers get fast and effective help.

When businesses invest in these tools, they can boost their customer service, leading to happier customers and more loyalty.

5. Refine internal communications

To make customer service communication better, companies should focus on improving how they talk within their team. They can do this by having regular meetings and using messaging apps for team members to chat.

These methods help teams talk about customer feedback quickly, solve problems faster, and keep everyone updated in the customer service department.

By encouraging open communication, teams can work together better and share important information, which leads to better service for customers. Having clear rules on how to handle customer questions ensures that everyone gives consistent answers, making customers happier.

Also, providing training opportunities can help team members get better at talking to customers and become more skilled at customer service, making the team stronger and more effective in their communication.

6. Promote proactive communication

Improving customer service communication is all about reaching out to customers before they even have a chance to ask for help.

By doing this, businesses show they care about making customers happy and want to make sure everything goes smoothly. This not only helps businesses stay on top of things but also makes customers feel like they are in good hands.

To do this well, businesses should:

  • Think about what customers might need before they ask.
  • Let customers know about important things before they become a problem.
  • Build trust and keep customers happy.
  • Avoid bad experiences.
  • Make sure customers are satisfied in the end.

7. Provide self-service options

Consider adding self-service options to how you communicate with customers.

These tools, like FAQs and knowledge bases, can handle 40% of customer questions, which can cut service costs by 30%.

Most customers, about 67%, actually prefer using self-service options rather than talking to a representative.

Businesses that use self-service see a 50% drop in call volume, making it a very efficient choice.

Not only does offering self-service save money, but it also boosts customer satisfaction by 20%.

8. Measure the right metrics

To know how well customer service communication strategies are working, it’s important to look at the right numbers.

Tracking important metrics can help businesses understand how they’re doing and make smart choices to make customers happier.

Here are some metrics to pay attention to:

  • Customer Satisfaction Score (CSAT) shows how happy customers are after talking with you.
  • First Response Time (FRT) tells you how quickly you’re solving customer problems.
  • Customer Effort Score (CES) measures how easy it is for customers to interact with you.
  • Net Promoter Score (NPS) gives you an idea of how likely customers are to recommend you.
  • Average Resolution Time (ART) helps you see how efficiently you’re handling customer questions.

9. Build Knowledge Bases for Self-Learning

Knowledge bases are important for improving customer service communication. They contain self-learning materials like FAQs, guides, and tutorials. These resources help customers solve problems on their own, which reduces the number of support requests and makes the user experience better.

By keeping track of how customers use and respond to the knowledge base, businesses can fix common issues before they become big problems. Good knowledge bases not only answer questions quickly and accurately but also make customers feel more confident, engaged, and loyal.

Including self-learning materials in knowledge bases is crucial for making sure customers feel supported and happy, which leads to a better overall user experience.

Channels of communication in customer service

When businesses need to communicate with customers for customer service, they have different ways to do so.

They can talk to customers in person, call them on the phone, send emails, use chat or messaging services, and connect through social media or community forums.

1. In-person interactions

In customer service, using face-to-face interactions helps to directly engage with customers, getting instant feedback and giving personalized help to make their experience better.

  • Talking in person helps to build trust and connection with customers, making their experience better.
  • This method works well for solving tricky problems or explaining things in detail.
  • It allows for quick feedback, which helps to solve issues fast.
  • Giving individualized help can be done quickly, meeting each customer’s needs.
  • Good face-to-face communication can make customers remember the experience in a positive way.

2. Phone

Using the phone to talk to customers is really important in customer service. It makes up a big 68% of all the ways we help customers. When we talk on the phone, we can address problems quickly and in a personal way. This helps customers feel like we care and are there for them right away.

Phone calls also let customers talk about private things and get special help just for them. This makes customers more likely to stay loyal to our brand and engage with us more. So, using the phone in customer service can make customers really happy and keep them coming back for more.

3. Email

Using email as a main way to talk with customers is super important for businesses. It helps them connect with customers and send messages that are just for them, making them happy. Email is key for talking to customers and has some cool benefits like:

  • Making it Personal: Sending messages that each customer will like.
  • Targeted Campaigns: Reaching out to specific groups of customers for better results.
  • Official Communication: Most professionals like using email for work stuff.
  • More Money: Targeted campaigns can make businesses earn lots more, up to 760%.
  • Works Well: Email newsletters are really effective, making $38 for every $1 spent.

4. Chat and messaging

Chat and messaging platforms are important for customer service nowadays. They help businesses communicate with customers in real-time. 79% of consumers like using live chat because they get quick responses to their questions.

When companies use chat and messaging tools in their customer service strategies, they make interactions smoother, improve user experience, and grow their business. Customer service teams can use these platforms to solve problems quickly, which keeps customers coming back.

Chat and messaging handle more than 60% of customer interactions, so businesses can connect with customers on their favorite platforms. This leads to happier customers who are more loyal.

5. Social media and community forums

In today’s customer service strategies, using social media and community forums is crucial for businesses to connect with customers and build brand loyalty effectively.

Platforms like Facebook, Twitter, and Instagram allow businesses to engage with customers in real-time.

Forums such as Reddit and Quora provide places for customers to find solutions and share their experiences.

Companies can collect feedback, address issues openly, and show transparency through social media and forums.

These tools help create a loyal customer community and encourage advocacy.

Customer communication management tools

Customer communication management tools are crucial for businesses. Tools such as Desku.io, Tidio, Intercom, Front, and Gorgias play a significant role in improving customer communication and streamlining processes. These platforms consolidate all communications, automate interactions, and offer instant support across various channels.

When leveraged effectively, these tools can elevate customer service standards, foster stronger relationships, and ultimately drive business growth.

1. Desku.io

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Customer communication strategy : 9 tips by experts -

Desku.io helps businesses efficiently manage customer interactions through different channels. It makes it easier for companies to give personalized experiences to customers.

With Desku.io, businesses can communicate with customers through email, calls, texts, and live chats all in one place. This tool gives a complete view of customer information, so businesses can understand their clients better.

2. Tidio

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Tidio is a great tool for businesses to improve how they talk to customers. It can help businesses with customer service by using things like live chat, email, and chatbots. With Tidio, businesses can make customers happy, give them help right away, and increase sales.

It works well with websites and online stores, making sure talking to customers is easy. Tidio also lets businesses see how well they are talking to customers, make messages special, and reply automatically.

Using Tidio as part of a plan for talking to customers can make a big difference in how happy customers are.

3. Intercom

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Customer communication strategy : 9 tips by experts -

Intercom is a great tool for helping businesses manage customer communication. It makes it easy to talk to customers in real-time and keep track of all interactions in one place.

With Intercom, businesses can see the whole customer journey and provide personalized communication. It’s known for making communication smoother and improving customer support.

Businesses can engage with customers effectively using Intercom’s integrated platform.

4. Front

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Customer communication strategy : 9 tips by experts -

Front‘s tools for managing customer communication make it easier for businesses to talk with their customers, build brand support, and create strong relationships. These tools help businesses stay consistent with their brand support and improve how they connect with customers.

Using Front doesn’t just upgrade the way a company communicates, it also helps with getting new customers and keeping existing ones. The platform has features that make it simple to handle customer interactions and provide personalized experiences.

5. Gorgias

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Customer communication strategy : 9 tips by experts -

Gorgias is a great tool for businesses to manage customer communication. It helps make interactions with customers easier and more personalized.

Businesses can use Gorgias to streamline how they talk to customers, give support on different platforms, and make workflows better for happier customers.

It also keeps all customer communication in one place for easy tracking. Features like ticketing and automation help make communication more efficient.

Why effective customer service communication is important?

Good customer service communication is crucial for businesses because it helps to provide quicker support to customers, reduces the steps needed to solve problems, and ultimately increases customer loyalty and sales.

When companies focus on clear and effective communication methods, they can improve customer satisfaction, retain more clients, and grow their revenue.

Building strong communication channels leads to a smoother customer experience, which is essential for success in a competitive business environment.

1. Faster customer support

Good customer service is super important for keeping customers happy and coming back for more. It’s key to reply to customer questions and concerns quickly, as 64% of customers expect a response within a day.

On social media, things move even faster, with 42% of people wanting a reply within an hour. When businesses communicate well with customers, it helps build loyalty, with 73% of customers liking brands more when they get friendly service.

But if the communication isn’t great, it can lead to losing customers – 56% of people have stopped buying from a company because of a bad service experience. So, being friendly and responding fast is a big deal for how customers see your brand.

2. Reduce the number of touchpoints

For businesses that want to make customers happier and keep them coming back, it’s crucial to limit the number of times customers need to reach out for help. Having fewer touchpoints in customer service can make it easier for customers and boost their satisfaction.

Studies show that 89% of customers get frustrated when they have to repeat themselves to different representatives. By making touchpoints simpler, companies can solve problems faster and communicate more effectively. This helps build customer loyalty and keeps them coming back.

Research also reveals that 86% of consumers are willing to pay extra for a great customer experience, highlighting the importance of reducing touchpoints to create a smooth and positive interaction for customers.

3. Level up conversions

Improving how a business talks to customers can really help make more sales. When companies have a good plan for talking to customers, they can make customers happier, keep them coming back, and even sell them more stuff.

Talking to customers in a way that feels personal and right for them is super important for keeping them interested and building strong relationships. Studies show that clear and focused communication can make sales go up by a lot, with a big increase in customers coming back for more for businesses that talk well with them.

What’s more, most customers are okay with paying a bit more for good customer service, showing how much it matters for a business to do well.

4. Boost customer loyalty

Improving customer loyalty depends on good communication that helps build strong relationships and boosts business success. Sending personalized messages that cater to each customer’s preferences and needs is key to gaining their trust and connection.

Answering customer questions and addressing concerns quickly can make them happy and more likely to come back and refer others. Research shows that it’s cheaper to keep current customers than to find new ones, so loyalty is crucial for business growth.


In 2024, it’s crucial for businesses to have a strong customer communication plan. By using good strategies, different communication channels, helpful tools, and focusing on customer service, businesses can improve relationships with customers, make them happier, and increase sales.

Investing in these things will help businesses compete, gain loyal customers, and succeed in the fast-paced business world.

Gaurav Nagani
Gaurav Nagani
As Founder & CEO of Desku.io, Gaurav has made a distinct mark in the customer support and ai bot field. His commitment to AI-enhanced solutions and his industry experience have been instrumental in modernizing customer service.

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