Customer satisfaction is vital to success and survival in today’s marketplace. There’s an old saying in business: a happy customer will tell one or two people, an unhappy one will tell ten. It pays to keep your customers happy – especially when doing business online.
As the emphasis on online business continues to grow, there are now many different mediums available for unsatisfied customers to voice their complaints. Official Facebook pages, Twitter updates, YouTube videos, blogs and review websites (social media) all have the potential to be shared to millions of subscribers and readers. Below are 5 tips we have compiled to help businesses improve their online customer service.
Below are 5 top tips we have compiled to help online businesses improve their online customer service.
Tip 1: Automate your business’ sales process to keep customers up-to-date
Generate emails thanking them for their purchases, opting in to your newsletters or membership, or confirm their items have been shipped. This keeps customers up-to-date without them having to seek out the information for themselves.
Tip 2: Create a detailed FAQ page
A detailed FAQ page answers common questions customers usually ask about your company, product or services. By having a FAQ page you can make things easier for many potential customers. Make sure to answer enquiries within a 24 hour timeframe; this shows you have an effective process in place and that you value your customers.
Tip 3: Be easy to contact – anywhere, anytime
Make your contact details available on every page or provide a link to your company’s contact us page. It is frustrating for customers to have to dig through your website just to find an email address or phone number.
Tip 4: Personalise your correspondence
Always use your customer’s name in all correspondence you have with them. Be sure to also record all information you have collected from the data they have provided and invest in email management software to assist you with all your email marketing.
Tip 5: Ask your customers how you can improve
Send out short surveys to your customers asking them what they liked about your product/service and how they think you could improve. This will show you are always looking for ways to better your service.
Remember, good customer service doesn’t have to be costly. A small gesture such thanking customers for their business can help maintain a positive image for your brand. For further information on what Clarity has to offer your business contact the marketing experts on +61 411 139 881 or submit an online enquiry today.