XL Web Services Blog

4 ways to provide old fashioned customer service in a high-tech world

In today’s high tech world we are often so caught up in email, text and social media that we lose sight of the real people behind those accounts. Those people are our clients and customers who appreciate a face-to-face meeting. They appreciate when a real person answers the phone and they appreciate timely professional responses to requests. Combining technology and old fashioned customer service will help you and your business to be at the top of your game.

Here are four ways to combine technology and old fashioned customer service:

1. Face to Face Meetings: Being able to see each other is a way to build trust so why are you solely communicating via email and text with your clients?
Most businesses are on tight budgets. Whether meeting a prospective client or training your team in another state or country, face-to-face meetings are important. Skype is a FREE way to have face-to-face meetings without incurring travel expenses.

2. Response time: How many times have you emailed someone and not gotten a response for weeks or months? It happens more than we realize and it makes for bad business. Clients want and expect a response within 24-48 hours. Set your out- of-office or auto-responder if you are not available for more than a few hours. Responding promptly could be the difference between keeping and losing a client. They will appreciate your effort.

3. Be the Solution Creator by getting to know the client. Ask questions, research and offer resources that will benefit their business. This could be as simple as emailing an article on a topic of interest. Those actions illustrate you’re listening to them and working to create solutions even when you’re not in front of them. Creating solutions is an effective way to impress and retain clients.

4. Going above and beyond client expectations can be as simple as picking up the phone instead of emailing back and forth for hours. You want to use technology to your advantage. Offer resources like video conferencing and webinars to teach or present to clients. Ask whether they prefer email, phone or texting as the primary form of communication. Little things add up to happy, retained customers.

Delivering customer service and being a solution provider make you an asset to any business.

Social Media For Business

Do you see social media as a toy intended for teenagers or for forty-somethings to reconnect with long, lost buddies before that next big reunion? Did you know a growing segment of social media users frequently check and update their Facebook and Twitter accounts from their smartphones on a regular basis? But can all that tweeting and liking work for your business?

Here a few things to consider:

• Cost Effectiveness
The bulk of the cost of social media is spent on the time and human resources of managing your online marketing. Compared to print, broadcast or even online marketing, social media is far less expensive and in many ways more effective.

• Customer Feedback
Social media offers a quick, easy way for customers to share their experience of your company. Positive feedback including comments and “likes” demonstrate to potential customers the value your company provides. Any negative feedback offers the opportunity to win back a dissatisfied customer with a prompt response to their experience.

• Engagement
The biggest draw of social media is the feeling of being connected and engaged. Being engaged with your customers goes beyond merely collecting their demographic information. As you build your company’s social media presence, you demonstrate that you care about your customers. You want their opinions, are willing to take suggestions and will work to correct any misunderstandings. Your responses to both positive and negative feedback will build your company’s reputation as a company that listens and responds.

• Keep Tabs On Your Competition
Social media allows you to keep an eye on what your competition is doing. It also allows you to see how people are reacting to it. What’s working or not working for them? Can you build on it?

• Thought Leadership
By posting on industry expertise and knowledge, people will view your company as a resource they can trust.

One final thought: most users will ask for a referral from their friends on social media before looking anywhere else. So, love it or hate it, social media is here to stay. Why not take advantage of it?