Is Your Online Customer Service Connecting with Customers?

What are some of the top assets of your business?

For many business owners, those assets include their overall financial status, the employees who are the strength of their company, and their ability through marketing and advertising to attract new business.

So where would customer service rank? Remember, without top-flight customer service, your business could be in trouble sooner rather than later.

It All Starts on the Web

In order to have first-rate customer service, you need to make sure you and your employees are on the same page from day one. You also must have good technological products and services in place, allowing you to meet customer demands.

If you’re in need of reviewing your customer service approach, look at these areas:

1. Internet connection – For starters, how good is your Internet service and specifically your Internet provider? Whether your business is in the greater New York City area and you go with Verizon NYC as you might for your home needs or another option, make sure your online provider can deliver. If your company has a slow and oft-crashing Internet, consumers won’t stick around for very long. Review your Internet presentation that both your employees and your customers (current and potential) see daily, making sure it is serving all your needs;
2. Phone etiquette – Another critical aspect of successful customer service operations is how your employees handle customers on the phone. Do they pick up the calls in a quick manner or do customers have to wait for ring after ring to get through to someone? Are they professional in their conversations with customers, treating them like they’re truly as important as they are? Lastly, do your employees return customer messages in a timely manner, not leaving them to have to call back a second or even third time to rectify their issue? Handling customer service issues over the phone is not rocket science, but some businesses certainly make it more difficult than it needs to be;
3. Mobile marketing – For many businesses nationwide, mobile marketing is becoming a more important tool to converse with consumers. With their permission of course, consumers can receive text messages from your business, allowing them to get the latest in company product and service news and imagery, along with online coupons that will allow them to cash-in on specials you are offering. Review your mobile marketing initiatives so that they are properly timed, not intrusive, and are reaching as many consumers as possible. Mobile marketing is still a bit of a young child for many companies, those who are still finding their way around it. Make sure you have a handle on mobile marketing before you unleash it.

With the right technology and the right employees using it, you can connect with business success on a regular basis.