Tech Is Taking Over Customer Care

In the past, your employees were your most important tool or resource for dealing with customer issues and making sure that they were completely satisfied. Today? It all comes down to the tech. While employees certainly still have a role to play here, it’s the tech in your company that is going to determine whether your customers are satisfied with your level of service.

There are a few reasons for this. First, the advances in technology have made it the best solution. With new tech, you can communicate with people, highlight information and take personal reactions out of the equation. This actually makes a business model more efficient and effective because the time of your staff can be spent elsewhere in other key areas. Let’s look at some of the tech that can be used and examples across industries.

E-commerce Online Interactions

In the past, if a customer wanted to speak to an employee or member of your staff online, they had two options. Either, they could call your company or send an email. Neither were particularly beneficial. Numbers were constantly clogged up with customers while emails did not provide the best response time.

Today, customers can access live chats through your website if you have the necessary software. With the right software, you can make sure that customers can immediately talk to someone on your team but that’s not all. Customers can also find information they need from automated response before they ever think about speaking to a member of your team.

Feedback

Customers may need feedback particularly if they have used a service you have provided. They may also want to provide feedback to your company. There are lots of ways companies do this using technology today, but let’s explore the medical industry in particular. The medical industry is a rather special case because rather than customers they have patients. But patients still interact with staff like doctors and nurses, so they still require customer care. With a mobile hospital cart computer workstation, patients can see their diagnosis on screen, provide feedback that is directly input in an automated system and even communicate with their doctor. The tech used here speeds up processes in hospitals, dealing with the critically long wait times that plague hospital halls.

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Online Discussion

Finally, you can use the online world to provide your clients or customers with the chance to communicate with you. Using the latest software, you can think about giving your customers various opportunities to not only discuss their opinions of your business but communicate with your company in a more personal way. Customers want to form connections with the businesses they buy from, and this is important. It will gain you loyalty and trust for those key repeat sales that will keep your company moving.

Similar tech can exist on shop floors as well, this time in the form of physical equipment. In some shops, you can now purchase items yourself. Once purchased you may then gain the chance to give feedback and leave your thoughts about the business. It’s a highly streamlined way of allowing customers to complete the process of purchasing while also interacting with your business.

Just Calling To Tell You That Customers Aren’t Happy With Your Phone Service

You may be surprised to see this post. After all, literal interaction with customers has slipped right down the priority scale, hasn’t it? Now, we’re all about social media and the best website to impress. THAT’S the way to make a success of what you’re trying to do. Isn’t it?

In many ways, online interactions are now crucial to success. This is how most customers shop. But, many businesses are getting on top here and still failing. Why? Because they’re failing to take into account that some customers prefer old interaction methods. High-street shops may be on their way out, but phone calls will always be relevant. Some customers just aren’t willing to Tweet and wait to hear back. They either don’t know how or don’t have the patience for it. And, to cater for those individuals, it’s essential you stay on top of phone-based interactions.

 

Yet, many new companies fail to take this aspect into account at all. It’s difficult to blame them when they have so much on their plate. But, to make sure customers don’t hang up on your business efforts, consider the following reasons for failure on the phone front.

Long waiting times

Given that instant gratification is the focus of modern business, it should come as no surprise that long waiting times are a no. There will be times when a small wait is inevitable, and customers understand that. But, anything over five minutes could lose you business. To make sure that doesn’t happen, consider your phone operations. Everyone in the office should have a phone by their side. That way, they can answer calls when the primary phone operators are busy. What’s more, you should head to sites like www.esudo.com and implement VoIP (voice over internet) capabilities. This will ensure that, even when out of the office, you staff are available to answer calls.

The wrong introduction

Even if waiting times aren’t a problem, answering calls in the wrong way will lead to disgruntled customers. As can be seen from sites like www.thebalancesmb.com, it’s essential to answer in a warm and enthusiastic manner. You should also state your name and company. And, you should brief your staff on these pointers, too. Much of this is common sense, but don’t assume they’ll do this without your asking. Take time to train each new employee on this issue.

Customers can’t understand you

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Not being able to understand what someone’s saying down the phone is frustrating. And, this is an issue which many companies struggle to overcome. But, if customers can’t understand what your colleagues are saying, they aren’t going to buy. They’ll simply grow frustrated and put the phone down. To make sure that doesn’t happen, put efforts in place to make your phone calls as clear as possible. Give staff members headsets to block background noise. Make sure, too, that they know to pronounce every word well. These small steps will make a massive difference to the customer experience, and could seal you that deal.

Five Unusual Ways Of Staying In Touch with Your Customers

If you would like to market your company in a competitive marketplace, it is important that you choose your communication methods that make you stand out from the crowd. If your advertisement is displayed among dozens of others, it will make little or no impact. When Facebook advertising started, companies that jumped on board were winning customers. Now, however, you need to try harder to stand out. Below you will find a few unusual ways of staying in touch with your customers and marketing to them.

1.    Postcards

To really get your message across and show your appreciation to your customers, it is important that you keep in touch in a unique way. If you can keep a record of all your clients’ birthdays and special occasions, you will be able to surprise them with a unique postcard, reminding them that your company is there for them if they need it. At the same time, you can also use postcard marketing to send out promotions and special discount codes.

2.    Video Messages

If you would rather automate your marketing processes, you can create a video series and fill your autoresponder sequences with informative and educational content your customers will appreciate. Even if you are only sending out a branding message about moving to a new office, or positive changes in your company, you are giving your audience a chance to connect with you on a personal level, and you can strengthen your relationship with clients.

3.    Voice Recordings

A great way of making your marketing and branding messages stand out and get noticed is sending voice recordings to your customers. If you use any instant messaging service, such as Facebook Messenger, Skype, or Slack, you can send out recorded messages, Personalize your content to each customer’s industry, so they feel that you are talking directly to them,

4.    Faxing

While some people believe that fax services are old fashioned and modern businesses should no longer use them, they can make a huge difference in your marketing and communication campaigns. You can sign up for an online faxing account and create unique letterheads, getting your personalized messages across this way. Because you are not using email, your message will have a much better chance of being read than simply creating regular newsletters.

5.    Text Messages

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A great way of getting in touch with local clients is text messages or push messages. Both of the methods will allow you to deliver the short announcement or promotion directly to your customer’s phone. As most of us check our phones multiple times a day, this can be a great way of enticing your clients to visit your shop for a discount or asking for feedback, recommendation, or simply informing them of the changes in your opening hours.

If you would like to make sure that your promotional and branding messages get noticed by your target audience, it is important that you are using unique communication channels. These will enable you to personalize your message and reach out, increase your conversion and open rates.

A 5 Step Guide For Ensuring Customer Trust

There are plenty of things that go into making your business a success. Always improving your services and offerings is one, as is ensuring that you have the best talent available working for you. And there’s another crucial, sometimes underrated aspect of company success, too: customer trust. While many companies take this for granted, it’s something that can be a deal breaker between a person having a favorable view of your business, or not. But how do you go about gaining the trust of the public, anyhow? We take a look below.

Be Honest

A little white while may make you a quick buck, but it’ll also lose you a customer, so don’t do it. If you’re telling a customer that your absolute best price is X, then they say no, and you go down to Y, then you’ll have lost them forever: you had already told them your best price, and then you went back on it! It’s a much tactic just to stand tall and be honest, even if you think you might lose their business. They can always come back to you if they decide it’s a no this time, but they’ll never come back if you’ve lost their trust.

Always There

Now, no-one will be expecting you to be in the office all the time, fielding the calls from a customer that needs help. But they will expect a certain level of service, and standards. You should be replying to any queries within twenty-four hours, even if it means putting in an extra long day. And don’t forget your website: there’s nothing that will make a potential customer more skeptical of your business than a website that experiences downtime, so use a company like     www.bluehosting.pe and make sure you’re always online. Essentially, if a customer can reach out to you and get their information when they need it, then you’ll be on the path towards gaining their trust.

Undersell, Overdeliver

When it comes to business, you really should let your work do the talking for you. Avoid the temptation to oversell what you can do for a customer, instead opting to undersell and overdeliver. The word of mouth reviews you’ll get from people who were seriously impressed with your work will make it all worth it.

Delivering Bad News

Everyone makes mistakes, and you’re no different. There’s going to be a time when you seriously mess up with a customer, and there’ll be nothing that you can do about it. When this happens, make sure you’re holding your hands up straight away, and letting the customer know. They might not like what you have to say, but they’re not going to lose faith in you if you came clean at the first opportunity.

Treat Everyone the Same

Finally, remember to treat everyone the same, regardless of how much value they give your customer. It’ll show them that they’re more than just a dollar sign to your business. In any case, it’s the right way to be in life anyway!

 

Does Your App Score Points with Consumers?

Assuming you have a mobile business app, would you rate it a success up to now?

Many small businesses thinking of going the app route for one reason or another end up not doing it. As a result, they can be missing out on opportunities to sell their brand.

If you’ve decided to move forward with a mobile app, where will you begin?

Making Sure You Get Good Reviews

Whether only starting out with an app or you’ve had one around for a while now, you want to make sure it gets good reviews.

With that in mind, know that there are companies out there whose sole job is to review business apps on a daily basis. As such, you’d want to get a good review, correct?

Whether getting a Bismanonline app review or from other companies, here’s why good ones are key:

  1. Brand notoriety – While you never want to stand out for the wrong reason, notoriety for the right ones is big. That said a strong mobile app game is important for your brands success. Having that recognition can not only help you keep business, but also land new customers.
  2. Customer experience – Good reviews help build a better customer experience. If a consumer has your app at or near the top of their phone, there’s a good chance you’re going to do regular business. Although many still shop online via desktop or laptop computers, more go the mobile route. As such, you want to make sure they have the best customer experience possible each time out.
  3. Socialize the process – With a mobile app, make sure your business is as social as can be. Instagram, Facebook, Twitter and other such sites are important to promoting your brand. Your app can offer relevant industry content, coupons, and of course consumer feedback. With a solid social media game on your app, reviewers will be apt to give you the thumbs up.
  4. Staying ahead – Last, you want positive reviews to stay ahead of the competition. Remember, most competitors will always be looking for ways to upstage you. As a result, you can’t assume they are not investing much time and money into their apps. The chances are they have in fact been investing time and dollars towards their apps (see more below).

Did You Design the Best Possible App?

Whether you did your mobile app in-house or reached out for help, did you come up with a good one?

In the event you are not happy with the current app for your small business, don’t settle for mediocrity.

Take the time and money if necessary to do better. When you do, your mobile app should garner more interest from consumers.

Last, don’t be afraid to see what competitors have done with their apps.

Never copy them down to the last detail. That said don’t be afraid to look at their ideas and how you could put in place one or more in your own manner.

If your app is not scoring points with consumers, it is time to restart the game.

About the Author: Dave Thomas writes about business topics on the web.

 

 

Plug The Leak In Your Marketing Funnel

You can lose customers in the marketing funnel. It happens all the time. They’re trickling towards the point of purchase when suddenly they back out and they might even decide to buy from your competition instead. What’s gone wrong? Well, there are a number of issues that can lead to a customer deciding not to buy from your business. Let’s look at a few.

They Checked Out Customer Reviews

Most customers these days will check the reviews of a business before they commit to buying a product. They want to have the safety of numbers and feel reassured when they see that other people have favorable reviews of your business. But what happens if they find that there are a lot of one or two-star company reviews. Depending on what they say, this could be enough to stop a customer buying altogether. Bear in mind that it doesn’t even matter if most of the reviews are favorable. Just a few will be enough to make them stop and question whether they should buy.

The best way to deal with bad reviews? Well, don’t ignore them. Instead, respond politely and calmly, and this will show that you are at least willing to address customer complaints.

There Was A Minor Issue You Weren’t Aware Of

It is possible that a minor problem with your site could lead to customers not completing a purchase. Even the smallest detail can be enough to put buyers off completely. This could be a picture that you’ve chosen to use on your site or even the color of a buy button. This is why web designers are often meticulous and will take care to make sure that every choice for your site design is perfect. If you are having trouble with losing customers and you’re not sure why there’s a failure to convert them, you need to look into A-B testing.

Your Products Didn’t Look Professional

You do need to work to ensure that your products do look professional. If in doubt, hire an expert photographer to make sure that the items do look appealing. Labeling systems can also make sure that the outer packaging of the product in pictures is impressive. Apple is a great example of a company that does this well. Their packaging is almost as stylish as the products they sell.

You Made It Hard To Buy

Finally, make it as easy as possible for customers to complete a purchase. They shouldn’t have to search for the buy button. Nor, should they need to navigate through multiple pages to complete a purchase. It should all be quick and easy. One of the best ways to do this is to have a secure ID system. That way, your customers can log into their account on your site and buy without any issue whatsoever.

This perhaps brings us to another problem that can cause customers to click away and disappear out of the marketing funnel. If you are worried about the level of security on your site, using an expert service to increase it. There are various types of security that you can add to your site from basic layers on your website to more in depth monitoring options.

The Worst Things Don’t Happen At Sea, They Happen Online!

Sailors are wrong about the ocean, particularly if you are thinking regarding commercial prospects. Most people think that the idea of the worst things occurring at sea comes from issues like drowning, or boats overturning. Actually, it’s a business warning. It means the worst things that can happen to your company occur on the waters. In the past, this may have been true. After all, one bad storm could have wiped the entire trading prospects of a company. These days that’s not true, and businesses will have more than a few eggs in a variety of different baskets. Businesses are diversified as much as possible to guarantee that one bad problem won’t kill the company.

As true as this is, if you look at the business market it becomes clear that the danger hasn’t disappeared, it’s shifted to a new location. These days, the dangerous waters are actually in the online realm. So, let’s look at some of the problems you can encounter with your business online as well as the best ways to handle them.

When SEO Attacks

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There are a few issues you need to be aware of with SEO for your company. First, there’s the Google penalties. These little nuisances are a lot scarier than they seem, particularly when you discover they have names like Penguin and Panda. The penalties can actually cause your search ranking to plummet through the floor, and this will negatively impact the profitability of your business because no one will be able to find your site.

This is why you need to be careful about the type of SEO tactics that you use. SEO can be tricky, and it’s worth making sure that you don’t oversimplify it to the point where you start using blackhat forms of the service. An example of that would be stuffing content with keywords. Content, on the other hand, is a key way that you can build SEO and increase the ranking of your site the right way.

To do this, you just need to make sure that you are adding content that is relevant, targeted and written or produced to a high-quality level. This can be difficult, and that’s why a number of business owners now use professional writers for articles, video and infographics.

The other issue with SEO is a negative SEO attack. Here, a business that is competing with yours will use SEO to target your company and make sure that negative content surrounding your business appears when customers search your brand. It’s dangerous, it’s damaging, and it’s one of the reasons why you should always keep a check on the buzz around your business online.

This is just a couple of the issues you need to be aware of when marketing your business online Both are easily avoidable so let’s look at a problem that isn’t.

Hacks And Breaks

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In the past, the biggest security threat yo your business would be someone smashing a window in your office or cracking the lock on the door of your building. Today, a hacker can break into your business and take sensitive data or valuable information with just a laptop. They don’t even have to visit your business address to do this. Now, what does this mean for your company with regards to security?

Well first of, you need to make sure that you do have the right insurance services such as risk management. It is crucial that you know how much risk there could be surrounding your business. This will determine the coverage your company needs as well as the price or premium that you will need to pay. Be aware that there are a lot of insurance plans that will not cover loss from a data hack. That’s why you’re going to have to be careful about the type of company coverage that you choose.

Aside from this, you should be explore a few of the security possibilities for your business online. Start off by looking into https. You will notice that this site does use https. What does that mean? Basically, the site is operating with an SSL, and this ensures that all the data transferred through the site is secure. It makes the site far more secure and is recommended for any site that transfers data such as passwords which these days is every single site and blog.

If you don’t want to make this change to protect your company or the interests of your customers, do it to protect your profits. Studies show that 83 percent of users will leave your site if it is labelled as insecure which it will be without an SSL.

Aside from this, you should be using the services of an IT support team. They will make sure that your business is constantly monitored and checked to see if there is an issue with a hack. If there is an issue they will correct it as quickly as possible and make sure that if customer data is lost then at least, you will be aware of it.

Damage To The Brand

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You should also be concerned about the possibility of damaging your business brand online. A variety of issues can damage your business brand online and the first problem to think about is poor customer reviews. Everything these days is susceptible to reviews and if you have a string of bad reviews, slowly but surely your customers will begin to disappear.

As well as customer reviews you need to consider business interactions. These days there is just no excuse for a business not communicating or failing to stay in contact with customers. Using social media, this should be easy, and if it’s taking up too much time, a social media manager can handle this for you, guaranteeing that customers feel connected. If your customers don’t feel like part of your business, they will pursue a relationship with another organization, perhaps one of your main competitors.

We hope you see now that the worst things that impact businesses occur online, not at sea.