by: Robbie J Halloran
As all business
owners should know, customer service is a crucial and necessary part to any business
operation. With multiple products competing in a given category, reducing any
cognitive dissonance in the consumers post-purchase will be essential for
marketers hoping to retain their current cliental from switching brands.
With the growth in
web-based technology, using the internet as a customer service medium has
become more and more appealing to businesses than traditional methods. Its
popularity is a result of the wide reach and 24/7 accessibility to consumers
with mobile and computer systems, as well as the innovative and cost-effective
programs available. The internet has also helps businesses better anticipate
their consumer’s needs. By monitoring their usage and patterns on the brands
webpage, these businesses can tailor the web-page to increase satisfaction with
the interface and populate it with more desired information. An opportunity to
collect valuable feedback exist through forums and online service centres.
Businesses that collect this kind of feedback from consumers can use it to
optimize products and marketing communications to accurately suit the needs of
consumers in various markets.
With the
combination of database technology, web-self-service (see:
Techtarget.com definition of web self-service) has become the most popular
form of e-based customer service. Frequently asked questions can be compiled
into Q and A formats under a section of the webpage - increasing the consumers’
empowerment and ability to solve their own problems - all in way that increases
the businesses savings (opposed to telephone calls to service
representatives). Using e-mail is also
an effective customer service application. Through this service, businesses can
directly solve consumer problems when a personal touch is required and
self-service methods fail.
(5
ways online businesses can satisfy shoppers)
Lastly, the quality
of these online strategies is important. Regularly updated help sections need
to implement to ensure newer and current problems are fixed, as well as to
ensure that the business appears to be actively servicing the consumer. Communicating
the support available will increase assurance with your customers purchases,
just by having them know that your business still cares about the consumer
post-purchase.
Good job! In my opinion, websites do have their own advantages in providing high quality services regardless of time and distance as long as the content and method are well-designed. Most of the value we want to gain from our target company should be only one click far away considering the database and cloud service nowadays.
ReplyDeletein any business ,the good customer services is essential for keeping the current customers as well as potential customers. in my opinion to improve sales we have to present the best customer services and that will reflect good reputation for companies.
ReplyDeleteGreat read Robbie. Customer service is one of the most important tools to execute in business today. You have to keep the customers happily served if you want them to come back for more of your product/service. With the technology advances used today, businesses should have no problem executing effective customer service. Businesses should use these technological advances to their advantage and get creative.
ReplyDeleteI think customer service is a very important thing in the business world. We are all taught to be social and being social is key. When you have great customer service you customers are happy which means you will continuously have them coming back aswell as spreading the word of your great service/product. Good post
ReplyDeleteI agree with you Xavier. Customer service is very important for any marketer who wants to be a successful. If customers are not satisfy with you, you are out of business, and one of tne best way to satisfy them is thorugh a great customer service.
DeleteGreat Post! The forum where costumers get their support is changing. Basically, consumers needed to go to a company website to get services and support. Today, more people expect to have their problems solved through Twitter or Facebook.
DeleteRobbie made a great point: Customer service and technology. Technology is making a huge different in satisfying customers. This is because the young generation is focusing on tehnology, and as a maketer, to better serve this market target, you must agree with Robbie point to effectively use technology in serving customers.
ReplyDeleteWell done Robbie! I think it would be a good strategy for businesses to always post consumers questions on their websites for other consumers to view as well. Businesses must stay up to date with these questions and answer them as quickly as they can. Once other consumers see how qucikly other's questions are being answered, they will be more encouraged to asked some of their own questions as well.
ReplyDeleteGreat post! For me personally customer service is very important within any given business today. It makes consumers feel personally connected to the business and not just seem as a customer. Also with great customer service you are reducing the cognitive disonece of consumers after they have made a purchase. As a marketer it is crucial for them to understand the wants and needs of their customers and help to provide them with the best customer service.
ReplyDeleteReally enjoy reading this. Customer service is so vital nowadays to improve your company. Whether its to improve the business sales, or to personally connect with their customers to find out the area to improve. As a marketer, if you have no idea what your customer feedback is, you'll lose touch with your customer base, and then you'll be forgotten about. Thanks.
ReplyDeleteP.S. Laughed pretty hard at that comic. Very nice.
Great Post!
ReplyDeleteWorking in customer service for several years, I have really understood it's importance to any business. It creates a stronger connection between the client and the business. I'm not surprised how effective it can be through online use!
Interesting post Robbie. As a consumer I feel that customer service is very important to any business. If I receive poor service at a business I will be skeptical to go back as I will not feel like they deserve my business. As a marketer it is important to know what a consumers wants and needs from the customer service section is and tailor our customer service around those wants and needs.
ReplyDeleteAll of my jobs so far have had lots to do based on customer service. I believe a businesses goal is to sell their customer service, lots of businesses have the same products but they become different to customers in the way that they treat them.
ReplyDeleteI think those online techniques are very good and would help out any company.
Good post Robbie, good job.
most businesses either succeed or fail based on their customer service. even if their product is great, if customers feel that they are being treated badly, they will not continue to shop there. the strategies you proposed will definitely help businesses succeed.
ReplyDeleteIn the past few years, with the help of technology customer service has become more easy and every customers has access to the customer service almost 24/7. Due to this customers can anytime talk to their customer service representative and get problems solved regarding a product or a service and as mentioned by Robbie in the post, now a days customers get self service due to technological advancements and they solve their problems on their own.
ReplyDeleteGood Job ROBBIE
Great post!
ReplyDeleteHaving good customer service can make or break a purchase or a company. Looking at the experiences I have had, whether it was because the product was defective or just a straight forward return, how I was treated was almost directly responsible in whether I decided to still give them my business. I think it applies to any business really. Even though technology is somewhat taking the place of human contact, people don't want to be treated like a number.
I believe the best thing about online customer service is it's so easy to get, and so impersonal. It takes nearly no energy to go to a website, open up a chat with a customer service rep and get some answers quickly. The great thing about the online help is that the CSRs can be helping numerous people at once, so you always feel like the wait to get actual service is shorter than waiting on the phone for true 1-on-1 help.
ReplyDeleteGreat blog Robbie! In order for companies to retain their customers, they must provide efficient customer service and not just rely on the quality of their product. It is stated that a brand loses half of its customer every five years, providing good customer service could lengthen the relationship
ReplyDeleteI have worked as a CSR every summer answering phone since i was 16.. People are very difficult to deal with.. especially over the phone.. online CS would be a great thing for companies to offer as Alex stated.. it would be much easier for someone to quickly chat with a CSR online to get the information they are looking for instead of calling and possibly getting into a screaming match over the phone... can't get in a screaming match on the computer.. THE WORST THING THEY CAN DO IS CAPITALS!
ReplyDeleteWith an emerging technology and global competition, communication becomes a crucial factors for any business so all business owners should keep communicate with their customers and collect their feedback and take care of customers complaint to improve their business
ReplyDeleteWe all as customers seek what is known as customer service, because we feel more valued by the company and therefore this turns to a good experience with a company! The right use of technology can of course enhance the customer service.
ReplyDeleteGreat post!
My favorite customer service in technology is the online web chat assistance in order to help troubleshoot problems or aid with a purchase order that you cannot find, always quick and efficient which is not often with some customer service. I enjoyed the read and full agree with your sentiments. great work.
ReplyDeleteGreat job! Good customer service can keep the customers to stay. Without it, the business is gone.
ReplyDelete