It’s tough to be a business owner in today’s fast-paced marketplace. If you make a serious mistake, that mistake could be broadcasted all over the internet. Bad reviews and bad word of mouth on social media can hurt your company for years into the future. Overall, it’s best to address customer issues as quickly and efficiently as possible. Your customers need to get the information they need from you without any problems. Below are a few strategies to achieve that.
Retail Sales Representatives
If you run a retail business with a brick and mortar location, it is absolutely integral to have sales representatives on the floor to assist customers at all times. If a customer can’t find someone to talk to, that alone could result in a negative experience that drives away business. It will also be bad if your employees aren’t trained properly and don’t have the knowledge to answer customers’ questions.
However, the days of brick and mortar retail being the only way customers buy products are long gone. Even if you sell your products in real physical stores, consumers will certainly research your products online before making a purchase decision. On your website, you need to be able to quickly answer any customer questions to make sure this process is seamless. It’s expensive to always have a support representative online, so consider investing in conversational AI. The AI should be able to answer the most common questions customers send you.
Social Media Representatives
You should also be aware that today a lot of customer support is provided via social media networks like Facebook and Twitter. Make sure to have employees that are always monitoring social media for any feedback or mentions of your products. If a customer who complains about your product online is quickly contacted by a social media representative, you have a much better chance of stemming the damage bad feedback on social media can cause your company.
Lastly, a large number of people still call by phone to receive support for products and services. If they don’t obtain that support after calling you, you could be in trouble. Make providing customer support over the phone during business hours a priority. Have human beings on the line, but you can have automated messages answer some of the more common questions to reduce some of the workload.
Overall, the consequences for not providing customers with quality support are more significant than ever before. One bad customer review could negatively affect your business for months or even years. Make sure you can act as quickly as possible to solve customer problems. Doing so could save your business.
Guest author, Lizzie Weakley is a freelance writer from Columbus, Ohio. She went to college at The Ohio State University where she studied communications. In her free time, she enjoys the outdoors and long walks in the park with her 3-year-old husky Snowball. @LizzieWeakley