Q: What’s one way to supercharge the way you communicate with customers via email?
A: ProProfs Project. “We found that our clients respond twice as fast when all communication goes through ProProfs Project (formerly known as Project Bubble), the client management solution we use. We set up every client with an account, even for small projects that can be handled via traditional email. They get a notification when there’s a new message waiting in the portal, and our overall portal communication is twice as fast as regular email.” Jonathan Long, Market Domination Media
Infusionsoft’s customized sales funnels. “You can no longer use one-size-fits-all email marketing. You need to focus your messaging specifically for each client and let them take the lead on the information they want to hear from you. Infusionsoft allows you to set up intelligent sales funnels and automate customized email marketing by clicks. The upfront investment is pricey, but it quickly pays off in retention and higher conversions.” Nicole Munoz, Start Ranking Now
HelpScout. “Most customer service tools are clunky to use and leave the customer feeling like a number. HelpScout is the best tool we’ve found to keep the personal touch of getting a reply from a human and managing requests across a team. Each email looks like it is coming directly from someone within the company, but it is actually tracked in a central dashboard so multiple people can manage requests.” Nick Reese, BroadbandNow
Clear, simple information. “Communicating with customers via email should be clean, clear and concise. Don’t make grammatical mistakes; be specific about what you are asking the customer to do and create a sense of urgency. No one likes to have his or her time wasted, so make sure your email contains product, price and purchasing information. Give them a reason to buy, the tools to do so and the timeline to get it done.” Vanessa Nornberg, Metal Mafia
ActiveInbox and Constant Contact. “We use Constant Contact for autoresponder and newsletters. These allow us to reach larger numbers, but of course can’t be efficiently personalized. Once customers respond, we use ActiveInbox to track the status of each conversation. Does that communication require an action, or are we waiting on something? What is the due date?” Marcela De Vivo, Gryffin
Clean IP addresses. “People don’t talk about this much, but if your IP is dirty, your email will never get delivered. If it doesn’t get inboxed to your users and goes to spam, they will never see it. You could have the best email in the world but a dirty IP address (given by your hosting company) will hurt you. Test frequently to make sure you have very clean IP.” Peter Daisyme, Due Invoicing
A genuine tone. “Too often, people take on a stuffy business tone that removes the human element. In business, it’s important to understand that, regardless of the transaction, there is a human on the other end of the deal.” Christopher Kelly, Convene
Jing. “I use the features in Jing as a tool to add an additional level of communication when connecting with customers. With Jing I can make a personalized audio/video that goes along with an email, which adds an extra level of catered service. Having the audio/video helps overall understanding also.” Hollis Carter, Baby Bathwater Institute
(Source: TCA)
