Our world is more connected than ever. This means customers can get in touch with businesses at any time of day and almost anywhere in the world. Few people reasonably expect businesses, especially smaller ones, to be open 24 hours a day. But availability is one of the cornerstones of running an online business.
Be ready for calls
You don’t need to be the one to answer the phone for your client to reach you. Technology like unified communications systems can allow your entire team to take the call. However, if you’re running a small business, there is always outsourced services such as a virtual receptionist to take a call for you. Even if they’re only taking a message, your customers feel like they are being heard.
Make sure your site welcomes them for you
Your website is the online home of the business. While crafting great content is good, your website should also do more. It’s where your customers will go if they have questions. One way to help answer those questions is using live chat software like when you visit this website. This makes it much easier to respond to customer queries. It also removes the barriers that prevent conversions. You can even automate the system with some of the chatbot options available.
Tap into social media
You might be looking at the possibility of running a business without Facebook but if you deal with a high volume of customers, there are many social media platforms that can help you funnel and deal with queries. Plus, if you give great customer service on social media, it helps your marketing efforts. Make sure you check out some social media management tools to reduce the time spent on these channels.
Consistency is the key
Providing the same quality of care and service for your customers every time is crucial. Make sure you know who you’re talking to so you build on the rapport you have developed so far. Customer management tools as seen here make it easier to do that.
When your customers are able to get the help they need, when they need it, you can keep them in the conversion funnel for longer and increase your brand online.