How to build successful customer relationships using two-way communication

Two-way communication is an important component of customer interaction. It allows you to communicate in the form of a dialogue, which is convenient for both the sender and the recipient. This communication model increases the level of trust in the company and improves customer interaction.

What is the essence of 2-way communication

This type of communication is a regular dialogue that includes four components:

• a recipient,
• a sender,
• a message,
• an answer to it.

The company forms an offer or information message and sends it to the recipient. They analyze the received information and send a response.

Feedback is important because, based on the customer's reaction, the sender has the opportunity to adjust the offer, taking into account the voiced needs and wishes as much as possible.

Advantages of using the 2-way communication model

The introduction of a two-way communication model into the company's strategy allows you to build successful relationships with customers. This approach to communication provides advantages:

1. Increases brand credibility. When interacting with the company, customers value transparency and honesty. Feedback gives people the feeling that their opinion is important and they are always ready to learn and take it into account.
2. It gives you the opportunity to find a unique approach to each client, and it surely has a positive effect on sales.
3. Increases satisfaction with cooperation. The ability to inform the company about their wishes, problems or questions through feedback gives the client an understanding that they are appreciated and it makes no sense for them to go to competitors.
4. Provides fast order acceptance. A two-way conversation in real time allows you to clarify all the details before making an application and give the buyer exactly what they are looking for.

An example of effective use of the two-way communication model is described in detail by Decision Telecom. The material contains a case study with the results of the implementation of Viber 2 Way for the agricultural company Agrotek.

The ability to listen to people's opinions allows you to successfully establish and maintain partnerships with customers for a long time.

To learn more about the implementation of such a communication model, register on our service and send a request to the manager.