Customer satisfaction is one thing that there is no substitute for. Just as happy customers make a great business, unhappy ones can break it. Your reputation can be a sold asset to keep your profit flowing. Here we look at how to excel at customer relations in a digital age.
Have a Good Online Presence
You need to be visible online, and there is more than one way to achieve this. The traditional method is getting a website made, with your domain and email address, this is still important as it gives you more of a professional image than if you didn’t have one. In addition to this, you should look at promoting on social media, posting on Facebook, Twitter, Instagram, and even newcomers such as TikTok. Each of these social media platforms offers a different style and different user-base, so be sure to mix it up.
Respond to Communications Promptly
There’s no point in having all of these promotional options if we don’t reap the benefit. Be sure to check and respond to messages promptly, as customers expect an almost 24/7 level of service these days. One way of easily keeping on top of these is to have your account logged in on the app version on your smartphone and turn alerts on, meaning you’ll get a ding and notification to alert you to the new message.
Give Customers Choice
We’ve already mentioned diversification in the platforms we use to promote online. We need to also consider the choice in other areas. We may be able to sell on different platforms, the website, eBay, Amazon, even Facebook are all options. Think of offering as many payment options as well, card, PayPal, or even Click & Collect for cash. Anything can be sold online, look at how to buy Bitcoin with a debit card instantly as an example.
Have Clear Policies Before Purchase
It’s vital to be clear on policies for customers before they buy. If you have a returns policy then it should be available, and not just after purchase, it should be easy to find and read on your website. If any items are exempt, then make sure there is a clickable acknowledgment to make the customer accept it to complete the purchase.
Respond Well to Complaints
Almost every business receives complaints at one time or another, and it’s important to know how to respond to them. The unfortunate nature of feedback, and online reviews, is that people tend to engage in them more when they are unhappy as opposed to when they are satisfied. But all is not lost if you get a bad review or a complaint. Deal with it and listen to the customer, consider why they are unhappy, and think if you can help them? In rare instances, customers refuse to pay and threaten bad reviews etc. if unfounded, this could result in damage to your reputation, and you may be justified to consider legal action for defamation.
This article has been contributed on behalf of Paxful. However, the information provided herein is not and is not intended to be, investment, financial, or other advice.