Customer service is something all small businesses must perfect. It is the key to winning repeat customers… it’s the secret to small business longevity. It also puts a smile on your customers’ faces and ensures they’ll spread the good word about your company.
But customer service in the digital age is – some would say – an entirely different animal to customer service before the Internet. How can you adapt your small business’s customer service practices for the digital age? Read on for more information.
- Respond to Tweets
Many corporations have adopted the practice of answering customer questions and complaints via Twitter. This is a great idea because it shows the friendly voice of the company, while answering the questions for hundreds of other customers who may have the same question. Respond to questions in the same professional, courteous manner you would via email or over the phone – just keep it to 140 characters. This encourages social media engagement with customers, especially millennials. And all small business owners know that they have to win over millennials to win social media.
- Answer Questions on Yelp, Amazon
Small business owners should be familiar with any sites that allow for customer reviews. The two giants in this category are Amazon and Yelp. Both these sites give business owners the ability to respond to customer questions and feedback. If you choose to do so, make sure your responses are gracious and civil, no matter how nasty some customers can get. For unsatisfied customers, you may want to offer a discount or refund. A one-star review could be turned into a three or four-star review just for excellent customer service.
- Comment on Pictures
Leave a grateful comment when customers post pictures featuring your product. Let them know you appreciate their business and can’t wait to serve them again. Just a friendly sentence will do! This is a great way to let customers know you’re always thinking about how to keep them satisfied, and it’s also a nice way to encourage engagement on social media. Don’t worry, you won’t seem like a stalker – keeping up with what your customers are saying is what customer service in the digital age is all about!
- Don’t Be Needy
Don’t post too much, and don’t try to befriend your customers on social media. Things that are friendly in person may sound strange or get taken the wrong way on social media. Remember, you are responding to their business, not requesting their friendship. Keep it light and professional.
Adapting your customer service skills for the age of social media may seem tricky if you grew up without the Internet, but follow these tips, and you’ll be a social media pro in no time. For more information about starting your own business or financing one, visit www.biz2credit.com.