3 Customer Service Issues That Drive People Away From Your Business
Before you think about any other aspect of your business, consider the customer experience. No business can survive if it doesn’t provide a good experience for its customers. This doesn’t just include the experiences they have when purchasing things. No, it also includes their experience when interacting with your company in any way. If your customers have negative experiences, they’ll instantly be driven away from your business.
What sort of issues can cause people to run away? Fundamentally, you need to look at your customer service. If any of the following problems are present, you must fix them right away:
A lack of response from your business
As a customer, nothing frustrates you more than messaging a business and receiving no reply. You try to call them and can’t get through – and the business never phones back. It’s so irritating, meaning you’re likely to move away from the company and look elsewhere.
You can’t afford to leave people hanging. Why don’t you respond sometimes? It could be that you’re busy – or you may miss the messages. Outsourcing your customer service or hiring an assistant could tackle the business issue. Likewise, moving to a digital customer experience can help with missing messages. Digital customer service is when all of your channels are together in one platform, so you never miss a chance to respond again. Automated responses also help; even if they’re clearly automated, at least you acknowledge the customer.
Only one way to get in touch
You’ve started a small business and provided people with a contact number. Okay, that’s great, but what if people don’t like phone calls? Or, what if you’re busy – leading to the issue mentioned above? Similarly, what if you only provide an email address and nothing else?
Providing one way to get in touch is never wise as it annoys the customer and leads to problems. Instead, open up more avenues for people to contact you. This improves the customer experience by letting them choose a communication method that suits them the best.
Frequently asked questions are essential to creating a wonderful customer experience. They’re an element of customer service that so many businesses neglect. With FAQs, you have a method of providing answers to common customer queries without them needing to get in touch.
It saves time for the customer on their journey and can encourage more sales. Many people might be interested in what you offer, but they have some burning questions. They either can’t be bothered to contact you or have to deal with messaging/calling you and waiting for responses. If a FAQ section existed on your website, they’ll find the answers to their problems and be able to make a decision.
Be as honest as you possibly can…are you guilty of any of these problems? It’s okay if you are – this should explain why business hasn’t been booming. The important thing is to address the issues ASAP. Focus on creating different ways to contact your business, ensuring customers get swift responses, and implementing a FAQ section for instant answers. This upgrades the customer experience, meaning more people are likely to choose your business, and stick with it.