Customers Want You to Be Engaged — Here’s How
Small business owners already know that their customers are their number one priority. After all, without them, you have no business at all. But, more and more, customers are not satisfied with you sitting on the sidelines and simply doing your job. Today, customers want to know that you are active and engaged with every aspect of your business, particularly those that affect them. Here are three areas to keep at the top of your priorities list.
As we become acclimated to instant gratification in every aspect of our life, we want answers, and we want them now. Because of this, you have to look for ways to communicate with your customers on their terms. Your contact center from AVAD Technologies
allows you to implement a call center with advanced features including skills-based routing and optional call recording. This means you can get your customers to the right person and also review prior communications as part of your employee training.
Phone side, you also have to communicate with your customers on other platforms, such as instant messaging and email. Realistically, you should respond to your customers within 24 hours
. Business Email Etiquette explains that, if this is possible, at least reach out letting them know that you’ve gotten their message and will respond in detail as soon as possible.
Another way to keep your customers engaged is to ensure that you are knowledgeable about your products and services and that they have access to knowledge outside of direct communication with you.
For increasing your own knowledge, consider enrolling in a web-based MBA program. Not only do you have an opportunity to go to school online
so that you can achieve work/life balance, but you also learn about accounting, human capital management, research, and marketing. All of these are areas that will help you build a better business for your customers.
Furthermore, giving your customers the information they want, when they want it, requires utilizing a variety of tools. These may include social media, blog posts, how-to videos, and online FAQs. Just as important, you’ll also need to provide access to troubleshooting, which the Hiver helpdesk says is most effective when your customer’s problems are solved
during their first encounter. Fixing their problems quickly establishes trust and shows them that you empathize with their needs.
Customer engagement can’t even happen if your business is visible. Why? Because if your customers can’t find you
, then you have no one to engage with. In today’s digital age, your online activities will play heavily into this. Do you have an active social media presence? Have you claimed all of your free and paid online listings
? If not, it’s time to do one or both of these things.
Another small step you can take here is to invest in branded merchandise, such as logo gear for your staff and customers
. Branded apparel and other items help to solidify your brand, serving as a type of uniform. Further, promotional giveaways ensure that your business stays in the eyes and on the minds of your clients.
While being good at what you do and providing excellent customer service are imperative to your success, so too is being visible and making sure your customers have the tools they need, even when you aren’t available. Engagement comes in many different forms, but those three areas noted above will get you started on the right track.
Are you looking for a communication solution for your business? Avad Technologies is your VoIP and call center partner, featuring 24/7 customer support and no-obligation accounts.