The Value of Swift, Personalized Interaction
Your IT marketing needs to be more than simply advertisement output or content production. Certainly, these things are necessary, but you need to have a “face” to your operation. You need to have some level of tangibility. A lot of your clients aren’t going to understand what you do precisely— they’ll have questions.
The industry practice has generally been an automated response indicating future contact. So, a prospect asks a question and they’ve got to wait for a response. While that may be professionally acceptable, it’s not good marketing and it’s not something that makes you stand out against the competition.
Optimizing Clientele Interaction
A better approach is providing personalized responses as swiftly as you feasibly can. Good customer service before, during, and after conversion is collaterally good marketing. When you hold a prospect’s hand through the process, serve them how you promised, and keep providing solutions after they’ve become part of your client base, that recommends a positive review.
When you’ve got regular, real interaction, this opens the field for a natural suggestion toward review, or presentation of referral incentives. For example, after a prospect has become a client and settled in with you, you might offer a discount on next month’s services if they refer someone to you who converts.
A conversational approach makes this kind of tactic more viable. More than 30% of people today expect a brand to get back to them within a half-hour of them sending a message. It’s important to address this reality and you’ll experience a few collateral benefits when you do:
- High convenience and visibility; two-way information capture
- Swifter resolution of operational issues, freeing up MSPs and clients
- Facilitation of “self-serve” perception diminishing communication “static”
A Closer Look at Benefits
IT marketing built around a conversational approach makes it easy for your clients to find the most balanced tech options for their business. When they’re more satisfied, you’ve got a higher chance of long-term retention.
Also, when they reach out, you learn about where client pain points are with greater clarity and how they perceive what you do. They learn how to work with you best and you can take what conversational interaction reveals into account considering other similar clients.
Altogether, conversational approaches expedite issue resolution. You’re putting out fewer fires, as are clients. Eventually, it gets to the point where your customers are almost in a “self-serve” category of interaction; they feel they can just call you up when they need something, but they don’t need something as often, because you take care of them whenever they reach out. You’re cutting out communications static in a customer service way that’s competitive and represents a win-win for everyone.
All-Around Positive Outcomes
Your IT marketing is well-advised to incorporate conversational techniques in marketing. Respond quickly and do so in a personalized way. This will surprise clients, reveal information, lubricate service delivery, and help you better serve future clients as well.