If you’re reading this, I am going to make a wild assumption that you have a business and have some sort of presence online. Your business needs to connect with customers online. In today’s era of online customer service, you want to be sure that your customers feel they have your undivided attention.
That’s not an easy task; very few of us have an extra minute to spare. Your goal is first call resolution to customer issues. Save time with the tips below and your customer outreach will become a whole lot easier.
Set Up Alerts for You and Your Brand
By setting up alerts, you receive a notification when mentions of your supplied keywords appear on the web, in blogs, photo sharing and video sites. Though the old standby is Google Alerts, I haven’t found it to be reliable lately. I recommend Mention as a platform for business to get the most accurate alerts. They have a free version which gives you up to 250 mentions a month, which should be enough for a burgeoning business. Their next step up is 2,000 mentions for $6.99 a month. Alerts are also flagged by importance.
Buff Up Your Website
No doubt you have a website where your customers can find your business. Customers should be able to understand how you do business completely by visiting. Think of every question that was ever asked of you about your business; write them out along with the answers on a Frequently Asked Questions page.
Use Google Voice
Signing up for Google Voice gives you a phone number which can become the hub for all your phones. Input all your numbers: office, mobile, home and even VoIP lines on the site and you can decide where you want your calls to go. You can forward your office line (when you’re not at your desk) and Voice will forward the call to any of the numbers you select. You can also be unavailable and receive a voice mail which is either transcribed or you’re sent a link to play the message. You will immediately know when a customer has an issue that needs attention. I use this number as my contact number.
Pay Attention to Email
When a customer sends an email, 80% expect their emails replied to within one hour. Be sure to check frequently. When replying? Don’t use a ticket number as a subject line. Let the customer know you understand their issue. Personalize your response using first names and add a Twitter handle to your signature. Letting your customer know you are on social networks is the first step to freeing up your email chores.
Use a Chat Floating Button on Your Website
For example, the ones from Snapengage. Even my blog has a Help tab, to enable my readers (customers) to reach me easily. Clicking on the button will allow someone to contact me instantaneously through Google Talk messaging on my browser or, if I’m not logged in, to send me an email.
If you like these tips, I share many other actionable ideas in my book, Social Media Commerce For Dummies.