{"id":508,"date":"2021-01-26T00:00:00","date_gmt":"2021-01-26T00:00:00","guid":{"rendered":"https:\/\/www.commusoft.com\/how-to-communicate-with-your-customers\/"},"modified":"2025-11-24T10:03:02","modified_gmt":"2025-11-24T10:03:02","slug":"how-to-communicate-with-your-customers","status":"publish","type":"post","link":"https:\/\/www.commusoft.com\/en-gb\/blog\/how-to-communicate-with-your-customers\/","title":{"rendered":"How to Communicate with Your Customers"},"content":{"rendered":"<p class=\"has-medium-font-size\"><strong><em>Ever wondered how to communicate with your customers more effectively?<\/em><\/strong><\/p>\n\n\n\n<p><em><strong>Whether you\u2019re sending emails, posting letters, or making phone calls, we\u2019re not saying you aren\u2019t&nbsp;trying&nbsp;to communicate with them, but chances are you aren\u2019t doing it as well as you could be.<\/strong><\/em><\/p>\n\n\n\n<hr class=\"wp-block-separator has-css-opacity\"\/>\n\n\n\n<p>It\u2019s a digital world that we live in and, more than ever, field service businesses need to make a meaningful effort to connect to their customers in a variety of ways.&nbsp;<\/p>\n\n\n\n<p>We\u2019re not just talking about getting responses to adverts, but about communicating in ways that will get you meaningful results. This includes stronger customer relationships, improved data, and increased revenue through new business.&nbsp;<\/p>\n\n\n\n<p>To kick things off, ask yourself: are you&nbsp;<em>sure<\/em>&nbsp;you\u2019re communicating in the best way to reach as many relevant customers as possible?<\/p>\n\n\n\n<p>These days, good communication is about casting a meaningful net so that you catch relevant customers who are swimming in a pool of opportunity&#8230;<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<!--HubSpot Call-to-Action Code --><span class=\"hs-cta-wrapper\" id=\"hs-cta-wrapper-a2a1dc70-ba7e-4eea-9a46-e8b7afa8cf3b\"><span class=\"hs-cta-node hs-cta-a2a1dc70-ba7e-4eea-9a46-e8b7afa8cf3b\" id=\"hs-cta-a2a1dc70-ba7e-4eea-9a46-e8b7afa8cf3b\"><!--[if lte IE 8]><div id=\"hs-cta-ie-element\"><\/div><![endif]--><a href=\"https:\/\/cta-redirect.hubspot.com\/cta\/redirect\/530619\/a2a1dc70-ba7e-4eea-9a46-e8b7afa8cf3b\" ><img decoding=\"async\" class=\"hs-cta-img\" id=\"hs-cta-img-a2a1dc70-ba7e-4eea-9a46-e8b7afa8cf3b\" style=\"border-width:0px;\" src=\"https:\/\/no-cache.hubspot.com\/cta\/default\/530619\/a2a1dc70-ba7e-4eea-9a46-e8b7afa8cf3b.png\"  alt=\"subscribe to the commusoft newsletter\"\/><\/a><\/span><script charset=\"utf-8\" src=\"https:\/\/js.hscta.net\/cta\/current.js\"><\/script><script type=\"text\/javascript\"> hbspt.cta.load(530619, 'a2a1dc70-ba7e-4eea-9a46-e8b7afa8cf3b', {\"useNewLoader\":\"true\",\"region\":\"na1\"}); <\/script><\/span><!-- end HubSpot Call-to-Action Code -->\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"anc1\">Prioritise your Social Media Efforts<\/h2>\n\n\n\n<p>While it\u2019s true that not every customer will have a social media account, a significant portion of younger customers will. Besides, as we\u2019ve all had to turn even more online in recent years, that pool has only continued to grow. <\/p>\n\n\n\n<p>That\u2019s a point not lost on <a href=\"https:\/\/profiletree.com\/purchasing-guide-social-media-shopping-statistics\/\" target=\"_blank\" rel=\"noreferrer noopener\">Profile Tree<\/a>, who reported on how much much consumers are influenced by content on social media:<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>74% of consumers prefer social media shopping to purchase various goods.<\/p>\n<\/blockquote>\n\n\n\n<p>Even just doing a simple amount of research can tell you&nbsp;how getting into social media marketing on platforms&nbsp;like Twitter and Facebook can help you find new customers.<\/p>\n\n\n\n<p>In some respects, they\u2019re essentially a digitised word-of-mouth service, where people go when they\u2019re looking for advice. Think of posts from family or friends that you might have seen: \u201cDoes anyone know a roofer in the Hackney area?\u201d<\/p>\n\n\n\n<p>If you have a Facebook page or Twitter account, it\u2019s a great point of access for people to access your details and link them to your services. Consider it the start of a communication journey, where you\u2019re essentially helping them to connect the dots by giving them clear information.<\/p>\n\n\n\n<p>If you don\u2019t have social accounts, though? Well, those recommendations are going to have a harder time finding you (or won\u2019t at all), and be sent off to a competitor&#8217;s page.<\/p>\n\n\n\n<p>Considering social pages are free, it\u2019s only an investment of time to set one up and even a simple page with basic information can make an impact in how you connect you to new customers.<\/p>\n\n\n\n<p>Great customer journeys&nbsp;are made easy when you establish steps that are simple for customers to follow. If you can present useful information that tempts customers, but also helps them easily get from A to B, then <em>reeling<\/em> them in (I couldn\u2019t resist another fishing pun ) won\u2019t be a problem.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"anc2\">Utilise Instant Messaging<\/h2>\n\n\n\n<p>Of course, social media is just one way that communication has changed drastically, especially in the last year. The pandemic saw innovation and investment in all sorts of technologies, from improved Artificial Intelligence, to&nbsp;Augmented Reality, but comparably simpler software also saw massive investment (just look at Salesforce\u2019s purchase of Slack for some $27 billion)!<\/p>\n\n\n\n<p>As a messaging tool,&nbsp;<a href=\"https:\/\/slack.com\/intl\/en-gb\/\" target=\"_blank\" rel=\"noreferrer noopener\">Slack<\/a>&nbsp;isn\u2019t complicated software (well, at least not on the surface: I mean more as a concept: it\u2019s all about messaging), but then that\u2019s precisely the point: communication should be simple, and when it\u2019s constructed well, instantaneous communication can make a significant impact, especially in culture that\u2019s geared toward getting answers now.<\/p>\n\n\n\n<p>If a customer sends an inquiry, it makes sense they want an answer as soon as possible, and there are tools to help you achieve that, without having to ensure your staff have to monitor emails and messages 24\/7. With your job management software, you can set up automated tools to respond to customers with simple but helpful messages.&nbsp;<\/p>\n\n\n\n<p>These also help you create a healthier work-life balance, meaning out-of-hours messages are taken care of.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Automation Takes Care of Administrative Tasks for you<\/h3>\n\n\n\n<p>If you consider a customer booking journey, instant messaging is particularly powerful for a number of reasons. It allows you to send notifications to customers to confirm a booking,&nbsp;update them with <a href=\"https:\/\/www.commusoft.com\/en-gb\/features\/customer-portal\">service reminders<\/a>, as well as notify them when engineers are on the way.<\/p>\n\n\n\n<p>These then help to give peace of mind and confidence to customers for the service that you\u2019re providing, but all without anyone having to pick up the phone.<\/p>\n\n\n\n<p>These same benefits impact other customer journeys too, speeding up invoicing, and helping you gather feedback, to name just a couple more. <\/p>\n\n\n\n<p>This type of messaging is incredibly popular, as Jason points out in the video below: for app messaging, there are around 50,000-100,000 text messages a month sent to customers from businesses using Commusoft alone!<\/p>\n\n\n\n<p>Together, they contemplate the changing landscape of communication for field services, not to mention how automation plays a significant role in boosting your efforts to improve customer journeys.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-css-opacity\"\/>\n\n\n\n<p class=\"has-text-align-center has-medium-font-size\"><strong>Watch success in the field!<\/strong><\/p>\n\n\n\n<figure class=\"wp-block-embed aligncenter is-type-video is-provider-youtube wp-block-embed-youtube wp-embed-aspect-16-9 wp-has-aspect-ratio\"><div class=\"wp-block-embed__wrapper\">\n<iframe loading=\"lazy\" title=\"How Does Communication Impact Customer Journeys? | Success in the Field | Ep. 2 |\" width=\"500\" height=\"281\" src=\"https:\/\/www.youtube.com\/embed\/0ZM51q9Ss3E?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen><\/iframe>\n<\/div><\/figure>\n\n\n\n<hr class=\"wp-block-separator has-css-opacity\"\/>\n\n\n\n<p>While you certainly want customers to come to you for your expertise, whether it\u2019s in <a href=\"https:\/\/www.commusoft.com\/en-gb\/industries\/electrical-contractor-software\">electrical repair<\/a>, <a href=\"https:\/\/www.commusoft.com\/en-gb\/industries\/plumbing-software\">plumbing<\/a>, <a href=\"https:\/\/www.commusoft.com\/en-gb\/industries\/hvac-software\">HVAC<\/a>, and more, it\u2019s nice to know they\u2019re sticking around for more than just your well-priced work\u2026<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"anc3\">Think About Value Beyond Price<\/h2>\n\n\n\n<p>Sure, who doesn\u2019t love a good deal? But advice, insight, and guidance that will benefit a customer \u2014 like telling how to use their fancy new boiler, or explaining the best way to maintain their new security system\u2014are excellent ways to take things even further.<\/p>\n\n\n\n<p>It\u2019s a great way to show that you\u2019re invested in creating quality customer relationships, which improves the customer journey and gives them cause to keep coming back.<\/p>\n\n\n\n<p>After all, if you\u2019re viewed as both a trusted advisor and do great installations, the customer will be far more likely to stay with you, even if they see a competitor trying to undercut your price. Why would they go with a competitor when they know you\u2019re providing an excellent service with added value, especially if you\u2019re able to do that in person, with your engineers out in the field?<\/p>\n\n\n\n<p>Many field service businesses are making use of the digital tools that sit in the palms of our hands to drive their success. That\u2019s especially true when mobile devices are coupled with job management software and used to to create experiences that take customers on world-class journeys, more than ever before.<\/p>\n\n\n\n<p>Improving communication between your engineers and the office can impact how everyone interacts with customers, that will lead you to have even greater success.<\/p>\n\n\n\n<p>Instantaneous job confirmations, invoices sent with just a few clicks, requests for reviews completed in minutes, or&nbsp;even assistance with financing, there are a lot of ways to provide quality communication that not only meets expectations, but that goes beyond them as well.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"anc4\">Set Professional Boundaries<\/h2>\n\n\n\n<p>When you\u2019re communicating with customers, it helps to consider the benefits of formal and informal communication. Of course, as messaging becomes faster and more instantaneous, it\u2019s important to think about how you\u2019re coming across. There\u2019s nothing wrong with being friendly and conversational with your customers, but depending on what you\u2019re discussing, there\u2019s a time and a place for different approaches.<\/p>\n\n\n\n<p>Confirming a job? A friendly:<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p><em>\u201cThank you for choosing our services<\/em>,<\/p>\n\n\n\n<p>w<em>e\u2019ve confirmed your booking for&nbsp;<\/em>[dater] <em>at<\/em> [time].<em>&nbsp;<\/em><\/p>\n\n\n\n<p><em>Have a great day!&#8221;<\/em><\/p>\n<\/blockquote>\n\n\n\n<p>But chasing a late payment? Well, a more formal tone is probably the best and a physical letter (rarer to receive these days) can be one way to make a strong statement.<\/p>\n\n\n\n<p>Besides, it\u2019s clear to see that the way we communicate with customers is starting to align with how you message friends or family (especially with WhatsApp and Video calls becoming more prominent), and so it can be tempting to talk more informally as a result. But consider, do emojis hit the right tone in a formal transaction? <\/p>\n\n\n\n<p>Probably not. <\/p>\n\n\n\n<p>But if you\u2019re highlighting a reward or an offer, they\u2019re more fun and engaging! Context is key. It\u2019s a matter of keeping in mind what types of messages you want to send, when, and on what topics. Fortunately, with the variety of methods out there to suit every need!<\/p>\n\n\n\n<p>Formality and professionalism will still play a role but there\u2019s a lot you can do to ensure you\u2019re hitting the right tone, every time. So, from letters to emails, SMS to app notifications, and even social media to chatbots and Zoom, make sure you\u2019re exploring as many avenues of communication as possible.<\/p>\n\n\n\n<p>Variety, as they say, is the spice of life, and with so many opportunities to engage, you can give your business the best chance to engage and thrive by exploring them all to see what works best for you.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\">Here&#8217;s How to Communicate with Your Customers<\/h2>\n\n\n\n<p>If you\u2019re concerned that you\u2019re not communicating with your customers in the right way, then the above points should reveal some new ways to reinvigorate your efforts.<\/p>\n\n\n\n<p>Fortunately, thanks to automation tools and a wide variety of platforms, you can speed up, specialise and tweak the way you communicate to ensure you\u2019re communicating in a way that is bespoke, engaging, and beneficial to fit a variety of needs!<\/p>\n\n\n\n<!--HubSpot Call-to-Action Code --><span class=\"hs-cta-wrapper\" id=\"hs-cta-wrapper-a2a1dc70-ba7e-4eea-9a46-e8b7afa8cf3b\"><span class=\"hs-cta-node hs-cta-a2a1dc70-ba7e-4eea-9a46-e8b7afa8cf3b\" id=\"hs-cta-a2a1dc70-ba7e-4eea-9a46-e8b7afa8cf3b\"><!--[if lte IE 8]><div id=\"hs-cta-ie-element\"><\/div><![endif]--><a href=\"https:\/\/cta-redirect.hubspot.com\/cta\/redirect\/530619\/a2a1dc70-ba7e-4eea-9a46-e8b7afa8cf3b\" ><img decoding=\"async\" class=\"hs-cta-img\" id=\"hs-cta-img-a2a1dc70-ba7e-4eea-9a46-e8b7afa8cf3b\" style=\"border-width:0px;\" src=\"https:\/\/no-cache.hubspot.com\/cta\/default\/530619\/a2a1dc70-ba7e-4eea-9a46-e8b7afa8cf3b.png\"  alt=\"subscribe to the commusoft newsletter\"\/><\/a><\/span><script charset=\"utf-8\" src=\"https:\/\/js.hscta.net\/cta\/current.js\"><\/script><script type=\"text\/javascript\"> hbspt.cta.load(530619, 'a2a1dc70-ba7e-4eea-9a46-e8b7afa8cf3b', {\"useNewLoader\":\"true\",\"region\":\"na1\"}); <\/script><\/span><!-- end HubSpot Call-to-Action Code -->","protected":false},"excerpt":{"rendered":"<p>Ever wondered how to communicate with your customers more effectively? Whether you\u2019re sending emails, posting letters, or making phone calls, we\u2019re not saying you aren\u2019t&nbsp;trying&nbsp;to communicate with them, but chances are you aren\u2019t doing it as well as you could be. It\u2019s a digital world that we live in and, more than ever, field service&hellip;<\/p>","protected":false},"author":6,"featured_media":3827,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[16],"tags":[],"class_list":["post-508","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-journeys"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.6 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>How to communicate with your customers more effectively<\/title>\n<meta name=\"description\" content=\"Communicating with customers needn&#039;t be a hassle - here&#039;s how to communicate with your customers and make sure you&#039;re having an impact!\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.commusoft.com\/en-gb\/blog\/how-to-communicate-with-your-customers\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"How to communicate with your customers more effectively\" \/>\n<meta property=\"og:description\" content=\"Communicating with customers needn&#039;t be a hassle - 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