In the age where customers want responses and they want them now, it’s pretty damn important you give them the ability to talk to you. The nice thing is there are a ton of amazing tools out there right now that are making this much easier. Even better? These tools let you communicate with customers AND can help you improve your product and marketing efforts.
8 tools to talk to customers…Go!
1. KISS Insights
KISS Insights lets you get real-time feedback from customers without any extra resources on your end (bonus!). Wondering why people aren’t signing up? Ask em. Another nice thing about KISS Insights (and some of these other tools) is they aren’t obtrusive so they don’t ruin your site’s user experience.
There are a few live chat tools out there but oLark seems to be killing it. It’s easy to implement on your site, you can customize it visually, it works within your IM client and it keeps all that feedback you get from folks. Did you know live chat can improve conversion rates?
Want to learn what works on your site and what doesn’t without messing stuff up? UserTesting lets you give live usability tests for a pretty low cost. The only real downfall is that the people you’re testing with may not be your exact target audience.
4. Argyle Social
It’s no secret that you need to monitor your online reputation. The thing is there’s a lot that goes into that! What types of things do you monitor? How do you monitor everything? A cool tool for this is Argyle Social. Set up campaigns, monitor specific sites, get alerts, schedule updates and be able to act quickly should something arise.
Even if you don’t get a ton of calls, you probably should have a phone number. Why? Because at some point, a customer may want to pick up the phone and talk to you. Grasshopper has 800 numbers and local numbers that you can just forward to your cell phone.
Interested in user testing? Ethnio lets you recruit customers/potential customers from your site and manages the incentive process. Pretty good way to find qualified users.
Another way to manage and monitor your social profiles and online presence, HootSuite is a good alternative to something like TweetDeck. They have some nice features like location targeting, mobile monitoring and of course tracking.
8. Help Scout
A help desk tool that specializes in empowering you to manage email support, Help Scout is pretty sweet. Help Scout is awesome if you have multiple people who use one email inbox to manage support. For example, Rejoiner uses firstname.lastname@example.org as it’s primary support mechanism. We love that it doesn’t have all of the heavy features of other help desks and focuses on being the best at one thing: email support.
Go check out some of these tools and let us know what you think.