Conversations with clients can become very complex, especially when both parties use complex languages or jargon when they are chatting.
This is why it’s so important to practice digital communication every day with your potential or current clients. You should never let the technical jargon scare you away from your goal. After all, this is business and you should be speaking the language of your prospects, not theirs. The three deadly mistakes though, which you should avoid at all costs when having digital conversations with clients:
Using complicated keywords/phrase/arguments/corpun/past tense instead of concrete information. The best way to communicate with someone is to know exactly what they are asking about (or trying to find out) rather than attempting to use obscure, often incorrect English to communicate with them. When having digital conversations, the only intent is for the two of you to get to the point where you can understand the person being spoken to and form a good idea about what they want.
Attempting to “spy” on your client or prospect by sending large amounts of unstructured data back and forth in digital conversations. This is often done by big data brokers who use Google Analytics, Facebook, or Twitter to analyze the conversations going back and forth between clients and prospects. Many times, these “big data” brokers and analytics vendors make big assumptions about what the intent of their clients are and they end up in spamming them with lots of unwanted information that doesn’t help their businesses one bit. If you’re going to use digital conversations to communicate with your clients, you absolutely must make sure you are using the appropriate subject line and permission features to limit the scope of the information you are collecting.
The other thing you may need to know about when having conversations over the internet is the difference between “attachment” and “indication”. An attachment is just that… something that someone pushes on your computer to gain permission to have a conversation with you. An indication is much more direct. It provides the recipient with a way to react to the conversation. This could be triggered by various different factors, such as… if the person leaves the chat session, they don’t have to wait for you to push the link before they get a chance to say something, etc.
With this information, you can begin to think about your digital conversations differently. When a company has a “customer service” chat forum, they seem to have all kinds of suggestions about how people should talk to each other in these types of situations. With an attachment, the person initiating the conversation has to give their permission first, which makes it sound like a sales pitch for services. With indication, the conversation goes “wherever” the subscriber chooses to take it.
In the future, a predictive analytics platform will be able to provide companies with the information about what types of digital conversations they are having, even with people that do not have Internet access or who have never had a conversation online. In fact, an iPad could have a screen that displayed a “dummy conversation log”. Every time someone in the vicinity looked at the log, a notification would pop up with an estimate of the number of interactions that day. The interesting part of all this is that while a business may be losing a few casual customers every day because of the predictive analytics, they are probably gaining a lot of those customers in the process.
If the prediction is correct that the predictive analytics will become more popular, businesses will have the resources available to train their employees to be more active digital listeners. They will learn how to automatically respond to “active digital listening” that is provided by a company’s customer service department. Instead of waiting for a customer service representative to initiate the conversation, which often results in a one-sided conversation, employees will be encouraged to actively listen during every interaction with the customer. Then, if they notice that a conversation is coming to an end, they will be encouraged to end it or make some other sort of agreement. This practice will significantly reduce the amount of time that customers spend talking to a live agent.
Companies need to consider whether they want to be using the digital communication methods of phone calls, instant messaging, and apps on their smart phones to communicate with real people, as well. After all, many of the clients that have these types of active digital conversations tend to be younger and more tech savvy. When businesses choose to use these methods to conduct business over the phone, they may be missing out on the real life conversations that will ultimately lead to more sales.