Simple Ways to Improve Your Online Customer Service

Think about your most recent customer service experience as a consumer. Whether it was good or bad, you're able to recall what happened fairly easily. There’s also a good chance you’ve probably already told your family and friends if it was a bad experience.

Positive customer service experiences help you increase your sales.

For better or worse, your customers feel the same way about their customer service experience with your business. They’ll tell the world if they had a bad experience. Consumers are engaging online in greater numbers as shown by the growing number of users on platforms such as Facebook and Instagram. Because of this, it has never been more important to improve your online customer service experience. Here are a handful of ways to resolve customer concerns and grow your brand:

Make it as personal as possible

It’s vital that you make your business about the customer. A simple way to personalize the customer service experience is to address each individual by name. A generic “sir” or “ma'am” won’t get the job done. Be careful not to rush each conversation whether it’s a Facebook message chat or you’re talking on the phone. Always keep the long game in mind. Happy customers are more likely to buy more products and services when they’ve had a positive experience with your brand.

Follow up quickly

Respond quickly and effectively to any and all messages you receive.

When you’ve received an inquiry on your website or a message on Instagram, don’t wait to respond. The longer you wait to respond, the more frustrated customers will be. Customers want answers and they want answers fast especially if they received an incorrect order or the product is faulty. 42% of consumers expect a response from you on social media within 60 minutes so time is key. After being in business for some time, you’ve probably started to see common questions. You can be more proactive by having a frequently asked questions (FAQ) page on your website. This FAQ page will have your most common questions, such as those about shipping times and what to do when something is broken, and their complete with answers. You’ll be able to save your company time and money in the long run and will also improve your SEO.

Ask for reviews

Reviews give satisfied customers the opportunity to rave about you.

When someone raves about your brand on social media, shoot them a direct message and ask for a review. Reviews are a great way to build credibility online since 92% of consumers read online reviews and 63% of shoppers are more likely to buy from a website with reviews. They are also an effective way to help customers understand the benefits of what you have to offer and the problems your business helps them solve. When you’ve received a positive review on Facebook, respond immediately and thank the customer for the positive review. The same goes for reviews on your Google page.

Make your contact information easy to find

Don’t hide your customer service hotline and customer service email address. Not every customer will want to send you a message on Instagram or leave a complaint in the comments section on your Facebook page. Some prefer a chat on the phone or through an email to resolve any issues they may have.

Hire a customer service representative

Hiring a customer service rep will save you time and money in the long run.

If you’re drowning in your business responsibilities and can’t keep up with customer service demands, consider hiring someone to do it for you. This individual doesn’t need to work in the same office as you. It can be a remote position for even just 10–15 hours a week. Sure, it’s not the easiest way to improve your online customer service since it involves the use of capital, but consider it an investment in the long run. When you have someone handling the day-to-day demands of customer service on your behalf, you’ll be able to focus on your strengths. The quality of your customer service will improve thanks to having someone dedicated to it.

3 marketing tips you need to use in 2019

2019 will be a year of evolution and transitions for online marketing. Different marketing tactics will come and go but the key principles to successful marketing will remain the same. The effectiveness of social media for businesses will come down to sustainable marketing practices that are focused on providing value for customers. Below are three marketing tips you will need to use in 2019 to increase revenue and brand awareness.

You’ll step up your marketing game with these tips.

Micro-Influencers (smaller fish matter)

While it may seem like a waste of time to work with social media influencers who have less than 100k followers, the fact is that it’s not true. Influencer marketing will still be a great way to build brand awareness, increase sales, and earn credibility in 2019 with the help of micro-influencers. Micro-influencers typically have less than 10k followers but tend to have higher engagement. Micro-influencers are also more likely to do trades and are less expensive to work with if they do charge a fee for a collaboration.

Influencer partnerships will help you gain greater trust in your industry.

Consider partnering with influencers who have anywhere from 3k to 5k followers. Focus on thought leaders who specialize in your industry whether it’s baby clothing or sushi. You’ll be have able to communicate your value with greater authenticity.

Create new and original content

You have to generate your own content to stand out from the crowd. Chances are, you’ve already figured out that it takes a lot of effort to make some noise thanks to your competition.

Beating out the competition takes strategy and hard work.

Separating yourself from everyone in 2019 will come down to your ability to consistently put out fresh content that helps your customers accomplish their goals. This can come in the form of blog posts, photos, videos, and infographics. Here’s a link to a blog post that helps you figure out what to write about for your blog.

Partner with complimenting businesses

Remember, there is power in collaboration.

One way to reach new communities and potential customers in 2019 is to partner with complimenting businesses. There’s no need to be afraid to work with other businesses. As long as you’re willing to give more than you receive, you can gain more traction with new customers. You can quickly acquire new business thanks to the endorsement of other credible businesses. Here are examples of business partnerships:

• Karate gym and physical therapy office

• Real estate firm and financial planning firm

• Portrait photography studio and community college

• Sandwich restaurant and co-working office building

• Fitness gym and nutritional supplement company

Your partnership can consist of anything from co-giveaways to discounts and referral codes. Working with complimenting businesses will be one of the best things you will do to grow your business and take it to the next level. Always remember there is power in collaboration.

Take action

Now that you’ve read over the three marketing tips above, put them to work for you and your business! You have an incredible opportunity in 2019 to ramp up your marketing efforts and exceed your sales goals. For more information on how to take action, email Josh at josh@jamiascreative.com.

How Do I Know What to Write About for My Blog?

You get the feeling that you need to start a blog for your company but don’t know where to start? It’s tough coming up with ideas for content. How do you know what to write about? Which topics take priority in all of the craziness that comes with marketing? Follow the simple steps below and writing a blog will be a lot easier.

Content marketing doesn’t have to be frustrating.

Ask the right questions

Always focus on asking the right questions before starting your blog. When you ask the best questions, you’ll clarify the direction your blog needs to take. Here are several questions you need to be able to answer:

• What’s the number one problem I solve for customers?

• What makes my solution the best option for customers?

• Which additional problems do I solve for my customers?

Examples

Do you need a few examples of how these questions can play out for your business? Let’s run through a few examples for different businesses.

Physical therapy office:

• What’s the number one problem I solve for customers? My business helps people recover properly from surgeries and various injuries.

• What makes my solution the best option for customers? My massage clinic serves as a one-stop shop for patients who need both physical therapy and massage.

• Which additional problems do I solve for my customers? I also educate patients on custom workout plans and exercises they can do from home.

Content marketing is a great opportunity for physical therapy offices to communicate value.

Now that you’re able to answer these three questions, you have a better direction for your blog. Since you’ve identified how you provide value for customers, here are a handful of content ideas that you can use for blog posts and videos:

• 3 exercises you can do at a desk to relieve lower-back pain

• 5 signs of neck pain that needs professional medical attention

• How proper hydration and diet helps reduce recovery time

• Questions you should ask your physical therapist during your first visit

Women’s fashion boutique:

• What’s the number one problem I solve for customers? My store helps women dress for all professional occupations in the business world from entry level office jobs to C-level positions..

• What makes my solution the best option for customers? Our staff helps customers make the best purchasing decisions for all body types and color preferences.

• Which additional problems do I solve for my customers? I help customers create a versatile wardrobe that won’t break the bank while still being stylish and trendy.

Use blog posts as an effective way to share fashion expertise.

Since the three questions have been answered, below are a few blog topics and video ideas you can use:

• Use this scarf to add a pro touch to any winter outfit

• 4 things every C-suite woman wears

• How to set yourself apart as the fashionista in the office

• Don’t wear heels with these outfit combos

International grocery store:

• What’s the number one problem I solve for customers? I provide quality ingredients from around the world that may difficult or impossible to find in regular neighborhood grocery stores.

• What makes my solution the best option for customers? My prices are competitive and my employees are well-versed in different styles of cooking.

• Which additional problems do I solve for my customers? Not only can special ingredients be found in my store but I also sell cooking equipment such as woks from China and tortilla makers for Mexico.

Showcasing recipes along with different cooking techniques is a simple way to inspire customers.

With this information in mind, here are a handful of video ideas and blog posts you can create to market your international grocery store:

• Which is the best knife for making sushi? We tested out 4 knives so you don’t have to

• Every Filipino chef knows these hacks

• Super easy West African-inspired dish for a family of 3

• 10-minute tasty gluten-free fried rice recipe

Pull the trigger

The questions you’ve read over can be applied to almost any business from financial planning to consumer goods. Always focus on creating value for your customers. When you remember to do so, you’ll always have a clear direction to follow for your content marketing. Now it’s time to pull the trigger and start producing content!

For any other questions regarding your blog and content marketing, email Josh at josh@jamiascreative.com.