Q: These days, it seems like a challenge to reach customers by phone or email—especially when you need a quick response. Sometimes voicemails take days for them to respond to, or an email just gets buried in their inbox. How can I use social media or texting to communicate with my customers without stepping over the line?
Communication is an essential part of running a successful IT business. While most businesses rely on traditional forms of communication like emails and phone calls to correspond, having another way to contact customers can be beneficial, whether it’s texting a client to let them know you’ll be a few minutes late, or giving them another way to contact you in case of an emergency. However, once you start blurring the lines and communicating over text or social media, there are a few unspoken rules you should adhere to.
To help define some guidelines for communicating with customers, we talked to Andrew Brearton. Andrew is a regional account director at Intronis MSP Solutions by Barracuda, and he excels at growing and fostering customer relationships. Here are his tips on how to communicate with your customers without overstepping any boundaries.