It may be a great time to be a business owner, but that doesn’t mean it’s easy. Along with offering goods and/or services that stand out among a crowded market, businesses today must provide stellar customer support.
Technology and the convenience it provides poses challenges for small businesses when it comes to pleasing busy customers. In fact, 39 percent of customers now expect a response from a company’s support team within four hours, and most social media users expect an even quicker response. If you’re looking for ways to operate your business so that it satisfies the busiest of customers, here are some quick tips you need to consider.
Create an Awesome Website
Having a website is all but mandatory for businesses today. If you have a clean, nice-looking website or online store that is easy to navigate, a prospective customer’s first thought will be that your company is legitimate. Also, if you provide quality photos of your products and/or detailed information about your services, you can save yourself and customers from having problems and going through the support process.
One of the best things you can do when it comes to creating a website is to sign up for a hosting plan. Bargain web hosting like BlueHost gets you a lot for your money: you can get a website or online store, marketing training, SEO services, and social media marketing — among other features. If you’re just getting started in the world of eCommerce, this kind of service could be your missing piece.
Most of the time, when a customer is unsatisfied with a company, it’s because their expectations have not been met. Communicating clearly to your prospective and existing customers about what they can expect is critical to retaining your customer base. For instance, if you have a product that looks significantly different in the product photo than it does in person, it may cause a problem. Or, if you tout your world-class service and do below-average work for someone, you won’t be building many long-term relationships with your customers.
It’s also important to communicate clearly to your customers about when they can reach you for support. If you’re a small business with customers around the world, it can be hard to answer every customer immediately. Let them know what hours you are available and when they can expect a response. It’s important to note here that you should always strive to meet or exceed the expectations you communicate; otherwise, they will not be satisfied.
Don’t Jump Around Channels
Along with letting customers know when you will respond to their support concerns, you also want to avoid using various channels to communicate with them. That is if a customer emails you with a question about a product, don’t ask them to call you or repeat their question on a chatbot; handle the matter over email. Otherwise, it can get confusing, and it gives your busy customer one more thing to do with their time.
We live in a fast-paced world, and small businesses must adapt if they want to meet their customers’ needs and thrive. Remember to create an attractive and simple website that is easy to use and can answer certain customer questions before they are asked. Communicate clearly what your customers can expect when they receive your product, service or support, and stick to one channel when handling support matters. Applying these tips to your business operations can help you build a solid customer base and save you from many problems down the road.
More on this topic: How Every New Entrepreneur Should Approach Digital Marketing