Many businesses place roadblocks and barriers to customer interaction – voice mail, call screening, auto attendants, unnamed email boxes, etc. Barriers that limit the timeliness of customer interaction and hinder quick response to customer questions and issues.Sure, a level of technology between a customer and your business is an advantage – call routing, 24/7 access to leave messages, etc. But I’ve noticed many companies using technology to essentially hide from customers.
Small businesses can use their availability as a huge advantage in winning and keeping customers. Accept calls, promptly return messages, implement on-line live-chat and instant messaging, and establish clear internal policy on escalations to quickly resolve customer issues.
Photo by Whatknot.
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