Roughy 90% of customers expect an immediate response regarding customer support questions and inquiries. How can a business provide this kind of support to consumers? It’s simple– offer customer support through online and easily accessible channels:
- Webchat: 60% of customers say they are unhappy with a business if they have to wait longer than one minute for a response. Websites are full of valuable information for consumers, and webchat is an invaluable resource that should be offered to them. There’s no quicker way to address customer questions, concerns and inquiries than through immediate webchat. It’s simple to use for business owners and website visitors alike. All businesses have questions that they frequently receive from customers and potential customers. A webchat tool on their website offers immediate feedback to customers regarding these frequent questions, and saves time for business owners; win win!
- Social Media Messaging: 3.8 billion people can be found on social media. That’s half of the world’s population, which means businesses need to meet them there. With so many active users on social media, it’s very likely that your customers are spending time on these platforms, like Facebook, Instagram and Twitter. Customers might reach out to your business through comments on your social media pages, or through direct messages. Either way, this is a quick way to respond (almost) immediately.
When small businesses cater to the wants and needs of their customers, they stay ahead of the competition. The best way to please customers is through quick and effective communication. Most customers will quickly find another option if their first choice business takes too long to respond. Implementing ways to provide customers with immediate responses is the best way to bring in new customers, and keep them around through positive customer interactions.
For more insights on marketing strategy that actually works for small business, connect with Jay Bean, Founder of FreshLime and Small Business Marketing Expert on LinkedIn and Twitter. If any of these tips have helped you or if you have anything to add, please comment below. We’d love to hear from you!