Many people believe the internet has damaged the levels of customer service people used to expect when shopping in a traditional retail store. In fact, there are many ways in which technology has actually improved customer service. Here’s a look at some of the ways customers are now better off because of the internet.
Finding out what can be improved
Often one of the most difficult parts of improving customer service is realizing exactly what is wrong with the current level of customer service you’re offering. You might think that because nobody has complained or criticized your customer service that nobody has a problem with it. In fact, it’s highly more likely that those people who have had problems with your customer service in the past have simply decided to shop with other businesses instead. As this means you could be losing out on lots of money, it’s important to find out exactly what they were unhappy about regarding your customer service rather than letting them simply move their custom to another business.
Luckily, the internet has made it a lot easier to gather customer feedback and conduct market research. Businesses can now send out online surveys and start getting responses within days and sometimes even hours of it being sent out. That means changes can be made a lot more quickly than if you were waiting for the responses from paper questionnaires to be analyzed. This information is so important that many businesses employ the help of experts to conduct the research and help them truly understand every strength and weakness of the business. Even healthcare providers are hiring experts to help them conduct medical market research on ways that they can improve their services, although many are already in high demand.
A response when the customer wants it
The internet has also now opened up so many new ways in which customers can get a response to their questions from a brand. Previously if a customer wanted to query something, they would have either had to call up the store or even visit it in person during the opening hours of a business. Nowadays, customers can simply send a message to the brand online and await a response. Whether it’s an email, a social media message, or even filling out a form on the company’s website, they can send a message at any time of the day, no matter where they are in the world. As long as brands check these messages quickly, they should be able to resolve these problems much more quickly.
More choice
One major advantage to shopping online is that there is so much more choice than if you were shopping in a traditional retail store. The rent you pay on warehouse space is a lot cheaper than the rent you would have to pay on a retail space in a busy shopping area. That means that online retailers can afford a lot more space to store a lot more different kinds of products. No matter what a customer is looking for, it’s highly likely that they’ll find an online business selling what they need.
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