How To Connect With Never-Online Clients & Customers

As business owners, we usually expect almost everyone we serve will have some kind of internet access. That’s not always the case, though. This doesn’t have to be a dramatic realization, for example, a customer who may be always online otherwise could be between mobile phone contracts or waiting to have a router fitted in their new house. They could be elderly and just not interested in online management, or various other reasons. 

They may still want to use your business, though, and if you don’t have some kind of route they can access, they’re just going to feel frustrated. Now, many businesses are mostly online now, which means that in some cases, they could be out of luck. But does that mean 100% of your provisions should be locked out to them in the interim? It’s probably not a good idea, especially if you have a sizeable market share other companies are waiting to seize.

In this post, we’ll discuss how to connect with never-online clients and customers:

Ringless Voicemail Updates

A technology that leaves messages without a call ever ringing can be incredibly useful in such scenarios. But what is ringless voicemail exactly? Put simply, it's a method of delivering a pre-recorded voice message directly into a person's voicemail inbox without their phone ringing. 

This means you can send important updates, like a service change or letting them know their contract has been updated, directly to their phone without being intrusive. If your clients are #t checking email or social media, through this method, they can still get vital information about your business and their use of it.

An AI Call Line (With Referrals When Necessary)

Many companies now believe an AI-powered call line can be a great resource. This is essentially an automated phone number they can call to get basic information about your business, like opening hours, store locations, or product availability. 

The AI system can handle these inquiries without a human agent needing to be involved. Of course, for more complicated questions or for customers who just want to talk to a person, the system should always have a clear option to transfer them to a live support representative, but with many referral steps or FAQ answers provided based on what they answer before that point.

Account Management Call Options

Many businesses require customers to manage their accounts online, which can be a huge barrier for those who aren’t comfortable with the internet. A business can offer a simple phone number where customers can call to handle basic account management tasks. 

If done well, they could update their mailing address, change their communication preferences, or make a payment over the phone with an automated or live agent. This helps you because while this system does require a little investment to set up and match to your online portals, you may help someone avoid missing bills if their internet goes down, and various other beneficial outcomes.

With this advice, we believe you’ll be more than capable of connecting with never-online clients and customers.