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5 Things That Can Indicate Your Customer Communication Needs a Revamp

On April 10, 2024 | 6 Minutes Read
ChatbotsConversational AIConversational CommerceConversational EngagementConversational MarketingConversational SupportCXGeneric

For about 75% of businesses, customer experience is a priority for retaining customers and gaining their trust. In doing so, effective communication with customers plays a key role. 

As digital strategies take center stage and personalization becomes the focus of customer communication, more and more companies are investing in innovative technologies to keep up with the shift. 

Brands that have worked on their customer communication strategies have witnessed better customer retention. Incorporating strategies like conversational marketing has helped them engage with customers better. When customers get timely responses to their queries, it makes them feel valued and enhances their loyalty. 

However, consistency is the key. Brands must identify when their communication strategy is weak and when to revamp it. 

Why Do You Need an Effective Customer Communication Strategy?

Customer communication is central to a positive customer experience. A buyer’s decision to continue a transaction with you depends on how well you communicate with them. Therefore, there’s no way you can ignore it. 

An effective customer communication strategy benefits your business with:  

Improved customer retention and satisfaction

Customers tend to feel valued when brands serve their needs. It also establishes a sense of personalization, and when customers are satisfied, they are likely to develop loyalty towards the brand, leading to better retention. 

A better understanding of customer needs

Communicating with customers is a far more effective way to know them than any transaction history, poll, or survey. 

With techniques like conversational marketing, brands can engage customers with real-time, two-way conversations. This customer-centric marketing approach fosters customer relationships and enables brands to understand customers’ needs on a personal level. 

5 Signs That Tell Your Customer Communication Strategy Needs To Change

There might be times when your business feels a bit ‘meh’ in the communication department. When that happens, what are the signs you should look out for? Check them here:

1. Customers do not respond 

If you are trying to reach out to your customers but not receiving anything from them, this may be a red flag indicating that something is off about your communication strategy. 

Some typical reasons why customers may be reluctant to respond to your messages are:

  • The questions that you ask are irrelevant to what they are looking for
  • Customers do not find the tone appealing
  • Customers are overwhelmed by the number of messages that you are sending
  • You are sending the messages at inappropriate times

Customers should take an interest in your communication. It is essential to understand the user sentiment and at what stage of the purchase journey they are to be able to strike up the perfect conversation with them. 

2. High customer support ticket volume

Your customers not reaching out to you with their concerns should not put you at ease. Rather, this is a matter of alarming concern. Brands must make their communication channels accessible and easy to find for customers. If it’s not, customers might end up raising complaint tickets.

Make your customers feel they are being heard and that you are available for assistance whenever they need it, either via text, call, or email. It is essential to attend to customer queries and resolve issues on time.

With conversational AI tools like chatbots and voice bots, brands can create an omnichannel presence and integrate it across various channels so customers can easily connect. 

3. Customers are indifferent to marketing promotions

You may be sending lucrative discounts and offers to your customers, but how many are actually showing interest? 

If you do not see any action on your customer’s end despite sending them a jaw-dropping offer update, maybe it’s time that the sales and marketing teams come together to assess how the strategy went wrong. 

One of the biggest mistakes that brands make is that they do not send personalized promotions. It is important to understand which phase of the purchase funnel the lead or customer is in. 

With conversational AI chatbots, brands can identify patterns and group customers based on their preferences, needs, and behaviors. This enables targeted campaigns, customizes user experiences, and makes optimum use of product offerings. 

4. Negative responses and feedback

Be watchful of the negative reviews that your customers are sending. They are a straight-on-the-face indication that something is wrong with your customer communication strategies. 

It is best for brands to address all the negative feedback and reviews directly. This is highly essential in retaining customers. However, addressing negative reviews does not mean engaging in a public conversation but taking the conversation elsewhere. 

5. Fewer renewals

For any business to thrive, it is essential to seek renewals from old clients. If you see your old clients walking away, this may be a blaring sign that there is something wrong with your customer communication strategy. 

Revamp Customer Communication With Conversational AI

Whatever the customer lifecycle stage, you cannot ignore the importance of effective and prompt communication. 

Whether a customer is trying to find the best skincare product or someone is looking for expert guidance when setting up a new device they bought online, the effectiveness of customer communication makes all the difference. 

Alongside prompt responses and 24/7 availability, businesses can reap significant benefits by leveraging the capabilities of conversational AI. 

Here’s how:

Taking the omnichannel approach 

Brands should adopt an omnichannel approach for maintaining effective communication and ensuring minimum to zero data silos across different customer touchpoints. 

Conversational support tools like chatbots allow brands to integrate their customer service technologies across various platforms, making it easier for customers to reach out. This also reduces the time between a customer raising a concern and having their queries resolved. 

Plus, features like sentiment analysis and intent detection equip conversational support AI tools with the capability to interact with personalized tones, making customer conversations smooth and empathetic.

Identifying and segmenting for personalized interactions

Personalized interactions set a brand apart from its competitors. Conversational marketing gives a unified view of customer behavior, such as a customer’s taste and preferences. With this, brands can create personalized recommendations and campaigns that resonate with what customers are looking for.


Customer communication is the cornerstone of successful businesses — it drives customer satisfaction, loyalty, and retention in the long run. 

To maintain a competitive edge in the market, brands must identify any slack in customer communication, like unresponsiveness, negative feedback, low outreach, and lower renewal rates.

You can experience the power of conversational marketing and ensure smooth communication with Gupshup

From omnichannel integrations to digital assistants and chatbots, Gupshups’s conversational AI platform offers all you need to understand customer needs, better customize interactions, and deliver great experiences across all touchpoints. 

Unlock new levels of customer satisfaction with Gupshup. Talk to our expert today!

Vartika leads marketing at Gupshup and has ~16 years of experience in marketing across early-stage startups and large enterprises. A Marketing specialist by profession, a wanderer at heart, an enthusiastic cook, and a painter for the soul.

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