Customer support is undoubtedly a crucial aspect of any online business. Clearly, in the online world, the importance of keeping your customers happy has reached new level. Mistakes you commit online will travel through the web much further than in traditional retail. Moreover, online consumers today tend to be much more impatient. In fact, 60% of them prefer to pay more for a guarantee of a better customer review experience.
On the online business directory listing sites, the success is not just about what service you provide, but also about how you communicate it. As mentioned, online consumers expect more and are not afraid to ask for it and share their experience with the rest of the world via review and rates.
While keeping your customers happy is not exactly rocket science, it has proven to be challenging. Below are the six rules of keeping your customers happy.
Be Easily Reachable
Key rule to better online experience is by having an easy to way to communicate. Each of your customers is different and favors a different type of communication. Some prefer to call, while others like to chat or contact you via social media. In the online business directory sites, you can utilize multiple communication channels without much investment.
If you want to encourage all types of clients to contact and engage with your business, you need to offer them multi-channel customer support and engagement. Being available on multiple channels (such as social networks, email, phone, live chat, SMS, or WhatsApp) and treating client interactions as real conversations are the roads to customer satisfaction.
Trust is one of the key ingredients of customer service. Your ability to build trust with customers is based on the way you communicate on your website, social profiles, or face to face. This means that your website and social accounts need to be clear and consistent, stating what you do, how you deliver it, what clients can expect from you.
In the same way, in business listing sites, the more available information you provide in the form of “self-service,” the higher your credibility becomes. This will also put less tension on your internal or external customer service process.
Welcome Customer Review/Feedback
Nothing is better than getting a direct input from those who have experienced your service firsthand. Taking out the small percentage of customer complaints, made by people who are not satisfied (no matter what), most of reviews you receive is quite insightful and an important source of knowledge. It allows you to personalize and fine-tune your services to the specific needs and preferences of your target audience.
Create Valuable Content
When it comes to adding your business information on any directory listing, it is good to having a solid content strategy. How exactly can content make your customer happier?
Valuable, informative content gives you an opportunity to share and display your know-how while helping your clients get answers to their most pressing questions. The best way to think about content is “giving the extra service.” Useful content may not always directly affect your sales or promote your product; it can also be used to build trust, expand communication, create a relationship and, most importantly, provide extra value.
Make It Personal
Mobile and social media marketing is essentially tools that drive personalization. Personalization removes the impersonal aspect of business and interactions in online. It gives brands and businesses a more human face while making the consumers feels relevant and cared-for. You can personalize everything from your website listing to your contact strategy. Include a frequent ask question to answers those key questions that your customer eager to know will help a lot here.
Always Deliver What You Promised
Nothing can hurt a business’s reputation more than failed promises. It is one of the reasons why transparency and ease of reach play such a significant role in keeping your customers happy.
Experienced digital marketers know how to communicate your business values while managing customer expectations to ensure realistic goals. For example, you cannot always guarantee a process will go smoothly, but you can promise you will attend to and fix the issue at hand promptly. The key is restraining from overselling or underselling yourself and your business. While bold, confident claims look good on a marketing campaign, if not fulfilled, they often backfire. Similarly, not properly communicating the quality of your service leads to lost opportunities.
Customer expectations grow exponentially with ever-improving technology, and therefore customer service and communication cannot afford to stay behind.
While a reliable customer support team will take you a long way, online directory site have the capabilities and know-how to create a holistic customer experience, from the first click to your online listing site through conversion to a stable business relationship.