Customer service has changed with the popularity of online social media platforms, online shopping and just generally the Internet. Now is the time to get your customer service processes up to speed before it’s too late and you and your business is left behind. So what does today’s customer want?
24/7 is the new 9-5
The upside of the internet is that your place of business can be open 24/7 but with that comes an added customer service expectation. While people understand that it’s unlikely your site and social media will be monitored all day, every day they do expect to be able to receive answers to basic questions whenever they want. How do you do this? Simple – ensure that your website and social media platforms have content which is easy to understand and engaging. In additional, an FAQ page is a must – cover all the important topics related to your business such as ecommerce security, returns policies, sizing guides, opening hours etc. (as an extra bonus – FAQ pages are great for SEO purposes and are considered evergreen content, meaning that they do not usually have a shelf life).
Another way to offer 24/7 customer service is to have an up-to-date contact page ensuring that should a reader have a specific question, they can ask – make sure you include your opening hours, phone number and email address or contact form.
Fast enough is no longer good enough
A few years ago, promising and delivering on a 48 hour response to a query was a great benchmark – no longer. Today – 48hours equates to about 30 years in Internet time. Who wants to wait that long for a reply? No one – they will simply move on and assume you will not be getting back in touch.
Ensure that your business has processes in place to deal with any queries, emails, comments and reviews within a matter of hours during your advertised business operating hours. It may mean something as simple as setting up an alert to your phone when a notification comes through on Facebook, or an email arrives in your info@ email address.
Customers demand self-service
Let’s take this one a little further – today’s customers demand a well-designed self-service process. These are people who are now used to eCommerce offering. Interactive voice response (IVR) and concierge-type self-help touch-screen menus in public places – they demand nothing less. They have become more comfortable in doing business with a computer or a mobile device rather than a person or even via the phone – give them what they want or be left behind.
Blur the line between fun and blah
Even if your product or service is fairly mundane, if you make it fun or exciting then you’re half way there with your customers. Have a brainstorm – is there an adventurous spin you can put on your business to entice?
Social is the norm
We know all too well the power of social media for businesses. This is where you will connect with your tribe, build your following, promote your products and services, find your brand ambassadors and…get your sales. Lisa Holladay from The Ritz-Carlton Hotel Company sums up the feeling of customers perfectly – ‘If I don’t have a picture of it on my phone, it didn’t happen’ – do you exist?
Treat them well
By this we don’t actually mean the customers (although that’s a given). Today your potential customers want to see that your business treats everyone well – your employees (best to call them your team), your community, and the environment.
Share team pictures and events. Implement sustainable business practices and tell your customers about it. Become a part of your local community, support charity – be a business that your customers are proud of and are prepared to tell everyone about.
Contact the Website Design Centre to learn more.
