Even if you master every single digital marketing technique out there whether it be sales, copywriting, SEO, e-mail marketing, or the rest—they’re not worth a cent if you consistently drop the ball on Customer Service or client relations. Indeed, as an entrepreneur, this is an area that you must pay close attention to – at least – if you want to be successful.
There is truth in the idea that a pleased client may tell two, three, or maybe even four other people, but a dissatisfied customer will tell 10! So, it pays to keep your customers happy; this is particularly the case when you operate a service company with an online presence.
Online, an unsatisfied consumer will not only tell ten individuals; they could easily tell many times more. In fact, in the digital age disgruntled customers can write a lengthy rant on their personal blogs, post comments to other people’s websites, share unfavorable reviews of your service online, or criticize you on forums and message boards. The damage can be very far reaching on the world-wide web.
Adding to the problem, when a client posts something online, getting rid of it can be difficult, if not impossible. Accordingly, the negative feedback will be there for every prospective client to see with a simple internet search.
Great customer care might cost you some time and money, but bad customer service, whether in person or online could cost you masses of prospective buyers. It is tough to repair a bad reputation and in fact, can cost a lot more that what is required to maintain good customer relations.
Numerous studies reveal that building excellent customer care into your business operations increases a company’s effectiveness along with its sales. Here are a few simple ways to help you improve your customer service with the use of the internet:
1. Automate Your Sales Procedure to Keep Clients in The Loop
Use autoresponders to thank your customers for their order, invite them to your opt-in e-mail list, and send them confirmations and other transactional e-mails to update the client on the service status. Consumers are expecting this form of information and believe that it is an essential part of business courtesy. The problem is that not every service provider invests the time to make sure that they inform their clients on every step of the sales process.
You can add an element of surprise to these customer-service emails by providing a coupon for their next purchase or giving them valuable information on the service they just. Additionally, you want to make an inquiry of the customer as to whether they were satisfied with the service. The common mistake that service companies make is assuming that this type of detailed customer relations is for business selling and shipping a product.
This kind of follow-up could ease any possible buyer’s remorse and facilitate positive feedback about your service even if there was an issue.
2. Develop an Extensive FAQ Page
A Frequently Asked Question page answers most of the concerns individuals might have about your service. It is also good to develop a FAQ email address and track the issues of your customers and visitors to your site. You can then use this database of information to put together your FAQ page.
When you take the time to address the common question, you free up more of your staff’s time to address other issues efficiently and faster. The quicker you handle customer’s concerns about your service, the more impressed they will be with your business. A Pelorus Group study discovered that a shocking 42 percent of websites take five days or longer to react to clients. Don’t let this be you.
Even the angriest consumer can develop into dedicated clients if you take note of them, acknowledge your mistake, and fix their issue.
3. Make It Easy for Prospects and Customers to Contact You
There will be times when a customer wants to talk to someone or email a representative. So, do not hide your contact information away in a dark corner of your site, and always offer contact information in every message you send out to clients or prospects.
You may also want to develop a customer support page on your site that includes your relevant contact information. However, the worst thing you can do as a service company with an online business appears like you’re hiding or simply don’t care.
4. Personalize Email Messages
When sending out emails to your clients, use your customers’ name in the email subject line and the body of the message. Customized messages have almost twice the click-through rate compared to bulk e-mail.
A service company can customize emails in the following ways:
- Individualizing emails with names and other info you have about the client or prospect.
- Sending customers birthday, anniversary, or special celebration deals.
- Sending out emails of new items you know they’ll have an interest in base on previous purchase.
The more information you have about your clients, the much better you can serve them with laser-targeted offers, thank-you messages, and information that pertains to their needs and wants.
This is where your e-mail management software makes your life simpler. It can do most of the work for you, so you can spend more of your time thinking of marketing your business online.
5. Ask Your Consumers How You Can Serve Them Better
People enjoy taking short surveys, and the customer satisfaction is rated higher amongst people who are invited to give their opinion. Simply asking what your consumers desire and how you can make your service much better makes them feel special.
6. Acting Upon Their Tips and Enhancing Your Customer Service Is the Gravy!
Excellent customer care does not need to cost much. You don’t have to spend a fortune distributing complimentary products or large discounts. However, not paying attention to the needs of your customers and potential clients can lead to a damaging online profile.
Try to incorporate different ways to use the internet to your company’s advantage. As mentioned above, if you do it properly you can improve your customer relations as a service company.
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