Customer Service Gives You an Edge!
When times get tough, business owners are even more selective about where they spend their company’s dollars. One thing that many online business owners don’t fully understand the importance of or take full advantage of, is the customer service aspect of having an online presence.
Online, there is an expectation of immediacy. Whether that be with information that is commonly desired and expected to be on your site when looked for or how e-mail and order inquiries are handled. Customer service is key to giving you the edge over perceived competitors.
Each and every day here at The IStudio®, I get complimented on the amount of information I offer on my site and the fact that I answer each and every e-mail with a prompt and personal response.
And, when I acquire a new client, I don’t hesitate to pick-up the phone and chit-chat as well as to thank them for their business. Many prefer e-mail only relationships — that’s fine. But I always call to introduce myself and let them hear my voice and know I am only a phone call away as well.
All too often business owners make the mistake of thinking they can use these screens as a shield to respond when convenient and not offer the epitome of customer service that is required to compete online. Customer service levels and practices will always separate the wheat from the chaff on or off-line. But now, with the way the economy is going and the tough times we all have ahead of us, the companies that excel in this area — not just serve basic expectations — but exceed and pleasantly surprise customers, will thrive.
Here are some simple ways to improve your online customer service:
- Create template/stationary e-mails that cover the most asked for issues you get contacted about so that you can respond promptly with links to your site and details about the information being sought. Make sure you have the basics covered.
- Review your site and add FAQs or white papers that cover the information you know visitors are looking for. You know what that is because they are e-mailing you asking for it. Your customers will benefit and the added focused content can help with your ranking too.
- Check your cart and order system to ensure you are using all the features available to you that can improve and/or automate your customer service levels.
- Make a point of checking e-mail continually and responding to customer inquiries pronto! Not when you have time, not only at certain times of the day, not when you get to it. Make responding to inquiries your top priority!
- Create a follow-up folder and proactively keep in touch with your customers on an individual basis to “check in..” and see if you can be of service or assistance. Mass mail updates just are not special nor do they give that personal touch. They’ll love that extra attention!
When thinking of ways to get more business at times like these — don’t overlook how you can improve and increase your customer service levels. Not only will you impress new customers, you’ll have many more of them!
HTH!
At your service,
Judith
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