When you are running a business, it’s so important to be able to communicate with your customers. You probably have social media and a newsletter to share your latest news and sales. Newsletters are great for conveying sales and coupons. Oddly enough not everyone has social media but almost everyone has an email address. One of the things we value these days is being able to share our opinions about everything.
People want to be heard and acknowledged. Having a good messaging system can help you be in touch with your customers. Most people don’t like talking on the phone. There’s long wait times and it takes time and you can’t go on with your day. People want to just get their concerns met and go on with their day. They don’t want to have to explain the same thing to five different people. One of the great things about a messaging platform is that you will have records of everything and you can quickly access the information. You would also need a good IPX. You would be able to track if certain customers have repeat problems or if there’s anything serious going on. I really don’t like having to spend a ton of time talking to customer service people, it gives me anxiety. If I can do it online, I will. It’s also easier for parents with kids who need to be attended to. It’s easier to multitask when you aren’t talking on the phone or put on hold.
I would love for more people to contact brands and give them compliments some times. It’s so easy to say something negative to a brand, you sometimes forget to give them praise. I think it would raise employee moral and give them some good feedback. Did you know people are much more likely to leave a negative review than a positive one? That also makes it hard when you are reading reviews about brands or items. You really have to be constructive.
Having a messaging platform is a good idea because the customer or client can quickly convey the concern and you can help provide a solution. I read a lot of reviews for various things, quite a few of them are regarding customer service. Mostly things like they never responded or they didn’t listen to the concerns. Sometimes issues happen with products in shipping or in manufacturing and the best product sometimes doesn’t arrive. Your customers need to be able to efficiently reach you.
It’s crazy to think about how much customer service has changed in the last ten years. You could call a brand and give them feedback. You would have to wait on hold until a customer service representative was available to take your call. You also could send an email or fill out a form, but that didn’t always mean you would hear back. Now if you have a problem, you hop on the chat and talk live to someone who can take your feedback or even help you troubleshoot. Being able to troubleshoot in real time is important.
It’s saved my insanity a few times with my cable provider. I would rather be told how to fix something if I can than have a technician come and fix it for me. Taking care of your customers to try and satisfy them is as important as having a great product. Remember that people talk and share their experiences.
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