In the modern business world, it’s easy to assume there’s no place for human-to-human interaction. Instead, AI is taking charge of how most companies communicate with their customers and, in many instances, businesses feel like they should be using automation more, not less, when it comes to the customer experience.
In truth, though, as well as being generally skeptical about AI, the vast majority of customers still prefer so-called ‘outdated’ communication routes like phone calls and emails. In fact, while big enterprises can get away with AI-only customer service routes, trying to do the same in a smaller business is a sure way to cost yourself customers.
But in an age where CX focuses rely largely on technology, it can be difficult to know the best ways to actually talk to modern customers. That’s why we’ve put together a list of tools that could replace at least a few of the AI communication options you’ve been eyeing until now.
# 1 – Tamar Telecommunications – Best for Call Availability
There have been some pretty extreme changes in how bands and clients communicate over recent years, but one thing that hasn’t changed is the fact that customers still value call availability above all. This is even true for younger generations, and that’s why virtual number solutions like those offered by Tamar Telecommunications should be at the top of your company’s wishlist next year.
With a virtual number, it’s easier than ever to ensure the call availability that could easily set you apart from your competitors. Tamar Telecoms offers virtual numbers on mobile landlines, 03, or 0800 numbers. You can even choose to keep your existing number, which you’ll be able to easily port within 2-3 weeks, so that you can send calls straight across to a mobile, landline, or VoIP of your choosing.
Virtual numbers are fully customisable for your needs, and you can add professional touches that include a custom welcome message, branded voicemail, and even working hours that ensure calls are directed to the right number at all times. Without a contract in sight, you can also easily cancel your contract whenever you require. Not that we can see that happening once your customers discover how easy it is to talk to you via this service.
# 2 – Click4Assistance – Best for Live Chat
Calls might be popular, but they shouldn’t be the only human-led option you offer. Human conversation is also possible on live chat, especially if you turn to solutions like those offered by Click4Assistance.
As well as offering ChatGPT-powered AI agents and chatbots, Click4Assistance provides live chats that are fully brandable and configurable with any setup you require, all with a simple script or tag added onto your website. Plugins are also available for WordPress, Joomla, Magento, and OpenCart, meaning that you really can offer easy chats to customers across all bases.
Agents can access and view incoming chats via a simple dashboard that keeps traffic flowing and ensures more satisfying resolutions, while the 60 customisable reports delivered to your inbox ensure that you can easily monitor and improve chat performance. All of this will effectively bring the ease of phone calls (cited as a priority for the majority of customers) to the live chats that make life easier for your clients and team alike. And, with the option of a free trial, it couldn’t be easier to get started!
# 3 – Zendesk – Best for Email Management
In a way, you could argue that Zendesk is a bit of a communication know-it-all. This one piece of software provides pretty much everything we’ve covered so far, including live chat capabilities, instant messaging, and even voice support. But, we happen to think more specialised solutions are the best way to truly talk to customers across those formats. Does that mean you can’t benefit from using Zendesk in any way? Not at all. We actually think this tool is one of the best you can get when it comes to email management.
After all, a lot of customers will still choose to email you, and when they do, you need an inbox organised enough to see their messages. Not only that, but you need to be able to easily search, sort, and reply to those emails within a respectable timeframe.
You can do all this and more with Zendesk’s simple email solutions, which ensure dynamic request forms that make it far easier for your agents to understand and organise email requests. As if that weren’t enough, each incoming email will have an assigned ticket status, while a native mobile app ensures that agents can respond to everything on the go.
# 4 – Agorapulse – Best for Social Media Conversations
Nowadays, it’s also vital to think about how you connect with customers across social media platforms, where a large following can lead to an influx of comments every single day. With a tool like Agorapulse, it’s far easier to reply and interact with even large numbers of social comments across platforms.
The most notable feature on offer here has to be a social inbox, which provides everything you need to manage the full profile of social interactions from one simple place. From comments to brand mentions and beyond, you’ll be able to get ahead with automated organisation, inbox filters, and thread moderation. Bulk actions also make it possible to hide, delete, or assign social conversations at scale.
Other benefits, including advanced social listening and actionable social reporting metrics, ensure that you’re always performing as well as possible with your social followers.
# 5 – Expost – Best for Old-School Mail
We’ll be honest, we’ve left this one until last because…well, customers don’t exactly communicate with brands via post these days. That said, there are still many benefits to providing a professional, accessible address. And that’s exactly what you get with Expost.
These UK-based virtual mailboxes provide a professional, registered address for all of your ensures you can access your mail via a secure online account. With this technique, you can receive mail even when you’re travelling, and easily ensure that you’re never missing client interactions when they do come to you this way. Because you really do never know when a client will try to get in touch!