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How to Improve Your Communication With Customers

Your customers are one of the most important assets that your business possesses. They are what keep your business going. If you want to make sure that they are continuously happy with the products and services that you provide, you need to make sure that you will take care of them.

Photo by Mikhail Nilov

No relationship can be healthy without proper communication. The same goes for you and your customers. You need to open the lines of communication so that your customers can feel comfortable with you and your business

You may be wondering exactly how you can go about improving your communication. Take a look at some of the top ways in which you can drastically improve the communication between you and your customers.

Foster a Relationship

If your customer base is one where you have to see the same customers regularly that makes it a lot easier for you to foster a relationship with them. This constant contact offers the perfect opportunity for you to find out exactly what they want and when they want it. 

Being able to cater to your customer's needs will make you invaluable to them.

Listen to Your Customers 

Listen to any feedback that your customers give you as it will help you to anticipate their needs. You can speculate as much as you want about what your customers want but you may get it wrong. The best person to ask about their needs is the customer.

Listen to what they are saying and then use this as a way to improve your products and services. 

Create Standards

Is important that you create customer service standards so that your employees can know exactly how they should be interacting with customers. 

This kind of training is invaluable as it will teach them how to interact with customers effectively. Customers will keep coming back to a business where they are treated with respect and care.

This is why you must teach your employees how to speak to customers. This can make a huge difference. When communicating with customers, tone of voice is very important. These are small details that you need to arm your employees with so that they relate to customers in a friendly and informative manner.

The Most Effective Ways to Build Communication

There are some effective ways to build communication that you must never ignore. You should use as many of them as possible so that your customers can access information from you whenever possible. 

Here is a rundown of some of the most important forms of communication you should have with your customers.


Communicating with your customers via email is still one of the most effective ways to keep the lines of communication open. 

With so many other forms of communication taking over it often seems as if email is a relic from the past but it's not. It is one of the most convenient and cost-effective ways to get your message out there to your customers and clients.

The possibilities are endless when it comes to email. You can use it to have regular conversations about your products and services with your customers. If you have a special offer you can send it to those on your email list.

The bottom line is that through an email list, you can sell lots of products. This is why it is often said that “the money is in the list”.


Your website is an important part of communication as well. You need to make sure that it is always giving your customers accurate information about your business. 

Your customers will often rely on your website, to order and track packages from you, if you run an eCommerce business. 

Make sure that they can access all the information that they possibly can when they go to your website. 

A good idea is to have a blog on your website as well. You want to become an industry authority on certain topics. Blogging is a good way to do this. 

When your website becomes the go-to place for answers to certain questions you will attract new customers.

Social Media

Social media is probably one of the best ways in which you can interact with your customers. You can use your social media profiles to promote your products and your brand.

The best thing about this product is that you can use them to have one-on-one communication with your customers. Communicating with your customers through your social media is not just about getting private messages, it's also about what you post and when you post them. 

Make sure that what you are posting makes some kind of emotional connection with your audience. This means that you should be posting about things that they can relate to.

One of the most important things you must remember about social media is that it was not designed to sell products and services. 

People are on social media because they want to have relationships and they want to find out information. This means that most of your posts should give them some value. You can sprinkle your products and services in between giving them valuable content.

Utilize Texts

Text messaging is one of the most effective ways in which you can communicate with your customers. This has been found to have one of the highest open rates. It beats even email in this respect.

If you can get your customers to sign up for text messages you can easily get messages to them. Most people cannot resist tapping on their text messages once it pops up on their phone.

Another way to open the lines of communication is to have a text messaging service where customers can contact you.

Personalize Packages 

If your business is small enough you can add a personal touch when sending packages. People appreciate handwritten notes because they are so rare. 

Handwritten thank you notes to send a message to your customers that you value their purchase and that they are important to you.


Chatbots have become very popular in recent years because they can communicate with customers 24/7. They can give valuable information and help customers to make purchase choices or help to navigate your website.

There are limitations on what a chatbot can do for your website but for what they can do, it's well worth the investment to install one on your website, especially if you cannot afford to have live customer service web chat.

Web Chat

Web chat is another way to effectively communicate with your customers. Customers love web chat because it puts them in touch with someone very quickly. 

They're able to have their questions answered by a real person in real-time and this is very satisfying. Web chat customer service is even better than email communication for customer service. You can go here to learn more about live chat integration website and how to incorporate this into your business communication arsenal.

Resolve Disputes Amicably

Another way to improve your customer service is to make sure that you are resolving conflicts as quickly as possible. You need to teach your staff exactly how to handle conflicts effectively.

Some customers can be reasoned with and they will respond in a positive way when your customer service team tries to de-escalate a situation. However, there will always be customers who cannot be reasoned with. 

You need to teach your staff how to deal with these types of individuals. Often the best way to deal with this is to make sure that they do not give an overly emotional response and simply to tell the customer that they understand and refer them to someone in higher authority who can assist them with their queries and concerns.

You must resolve disputes amicably because these days people have several options for giving their opinion on a business. These options can cause negative word of mouth to spread about your business. 

People can easily go on review sites and negatively talk about your company if they are not satisfied with your service. This can destroy your company's online reputation. Online reputation management is critical especially when you run an e-commerce business.

Start Communicating

You now know exactly how important effective communication with your customers can be. Make sure that you are always finding new ways to communicate with them. 

Some of the strategies mentioned here may not be feasible for your business because of financial constraints. 

However, you must have as many of them as possible integrated into your communication system with your customers. The more ways you have for customers to contact you the more satisfied they will be with your customer service, and your business.

This makes it more likely that they will recommend your business to others. This will lead to more sales and drive the growth of your business.

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