Nowadays, we all live in a world where we can get anything we want at the touch of a button. Due to the instant gratification nature of online shopping and a more technologically advanced world, it has never been easier to shop, whether it is for online food delivery or a little bit of retail therapy.
How long are we online for?
We spend so much time online nowadays, with the average person spending approximately 6 hours and 42 minutes online, something which was boosted even more when people were stuck indoors at the height of the pandemic. At least half of this time is spent on social media as society moves online. Especially in regards to socializing in the last 12 months. It is a staggering amount of time as it equates to a quarter of every day spent online.
This will continue to increase as more and more companies take the plunge and move some of their operations online. Not to mention how many websites and companies now have their own dedicated apps in an attempt to streamline their processes. With so much technology now available, it is little wonder why society is now constantly on their phones. The option is there, so it is only natural that people are going to use it.
Part of the shopping experience that would be encountered regularly is customer service. Consumer feedback is a vital part of any company. Whether it is to help them grow and improve service or, more commonly, deal with complaints. 92% of people said that they would call a company out on poor customer service skills. This means many companies who might not excel in that department run the risk of losing customers. Part of it can come from a jumbled brand message.
You need to remain consistent in your branding and messaging to provide a good customer experience. Rocketseed can help with this as, through email signatures, you can put out a refined and consistent message, allowing customers to know where they stand. This can improve both customer and business relations. People will be more likely to invest if they can understand the brand, while customers will potentially stick around longer if they know what they are getting from the outset.
What is the risk of poor customer relations and service?
One of the major problems that can arise from poor customer service is issues of customer retention. People are far less likely to stick around if they feel their problems won’t be resolved. Positive customer service can help to put the consumer back at the center of a business. All while helping to develop brand loyalty, and more importantly, can make it more customer-friendly. This trust can be vital as it helps the brand to grow as a whole. Over time, this enables you to reach more people with your product.
Even with the feedback available on apps, customers can interact more freely than ever before. Therefore, it is vital to get this side of things right. Otherwise, you run the risk of losing the trust of the consumer. Once that goes, it can be quite difficult to get it back.
A number of companies operate with an online chat service to help with any inquiries. This helps make the customer relations much more streamlined. Additionally, it can make the whole process seem more professional as there is always likely to be someone available if you need any help, reassuring you if you are having issues online.