Many online businesses give preference to their marketing or advertising department over the support staff when allocating funds.
That’s a big mistake!
Why? Because customer service is the direct connection between your business and your customers. Neglect this bridge and you’ll soon find your marketing efforts failing miserably.
On the other hand, if you can get customer support right, here are a few of the many benefits you’ll experience:
- By listening to the average customer, you can turn him into a happy customer.
- By consistently providing a positive experience, you can turn that happy customer into a loyal customer.
- The more loyal customers you have, the more repeat business you’ll be able to generate.
- Over time, you’ll build a legion of loyal followers, and as the numbers grow, it will turn into a snowball effect since loyal customers attract more loyal customers to a brand.
As you can see, great customer support leads to faster and sustainable business growth. But that begs the question:
How can you improve your customer service effectively?
As with many things, there are a number of ways to improve your customer service. Luckily, each of them revolves around getting one thing right…
Customer Service Audits
How can you improve something if you don’t know how to measure it?
After all, it’s not like you can just look at a chart and see how your customer service is holding up… Or can’t you?
The truth is, traditional businesses have been doing just that for ages. They do so by hiring what’s called a mystery shopper.
You see, these individuals visit the store in disguise and get a feel for the quality of service. For instance, they check if the staff is available, proactive, polite and helpful.
At the end of the process, they take all their findings, compile them into a presentation and then report everything to the business owner. Pretty neat, right?
Unfortunately, small businesses are failing to execute this powerful strategy for their online customer service. Let’s see why.
Why Small Businesses are Failing to Audit Their Online Customer Service
As we’ve already established, great customer service can do wonders for a business and customer service auditing is a powerful way to get it right.
So why is it that most new retailers and other small businesses are not auditing their online customer service?
Well, it’s quite simple actually.
As a small business with limited resources, the owners already have a lot on their plate and no time to keep an eye on customer support on their own.
So the next obvious choice is outsourcing it, which would be the smart thing to do anyway.
Unfortunately, though, traditional mystery shopping companies tend to charge a fortune for their services, and then take an eternity to deliver those services. Maybe not exactly an eternity, but 3 months is practically forever in today’s fast-paced world.
Worse yet, many of those mystery shopping companies outright reject small businesses for being so small.
We know what you’re thinking…
There has to be a better way. Right?
Customer service auditing shouldn’t be outside the reach of small businesses. Period.
Luckily, the team behind SpotCheckz has come up with a solution to make that happen.
With their revolutionary auditing service, you can get speedy, highly-detailed reports on your customer support team — without spending a small fortune or waiting for an eternity.
The best part? Their auditing team is made of expert customer service agents who have a background in many industries, including retail, technical and medical industry.
Trust us, your customers will love you for it!