How to Craft a Reputation as a Responsive Business

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Reputation Management: Responding To Negative Online Reviews - Ronn Torossian

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Jodie James, Freelancer

Customers can really hate waiting around to hear from a business when they fire off an enquiry. It does not matter if it is something trivial or an issue that they need fixing as soon as possible, you need to make sure that your company gets back to them as soon as possible. A responsive business can often enjoy a favorable reputation amongst customers, as they can feel valued and recognized when their concerns are addressed quickly. In this article you’ll find some of the things you can do to ensure that your business is able to craft a responsive reputation.

Use Chatbots

The vast majority of the time, a customer’s concern might not be that complicated. Though it will be a big issue for them, it could be fairly trivial compared to some of the things that your staff might need to address. Therefore, it might not always be the most productive use of their time to have your customer service team address every request.

There are many artificial intelligence chatbots on the internet that could help to alleviate some of the pressures that your team might be experiencing. When a customer interacts with the bot, they will be guided through a standard set of questions. They might not even realize that this is an AI and not a real person! If the bot is able to solve the issue, the customer can leave the interaction with a positive experience. If not, the bot can collate the data it has gathered and pass it on to a customer service representative who can take over the interaction smoothly.

Automate Responses

It can be really frustrating to fire off an inquiry to a brand only to receive nothing back at all. You can become concerned that your message has not been received at all, which can tempt you to send another. All this will do is push the inquiry further down the brand’s email system, so there will be a longer delay before you are able to receive a response.

As the owner of a brand, this is something that you need to avoid, and you can do so with automated messages. Even something as simple as an automated text message or email could be all that you need to reassure your customers that their messages have been received. There are many guides out there on how to automate your texts and emails. It is a small gesture, but it can really make all the difference in how customers interact with your company.

Ensure Your Staff Can Meet Your Standards

You need to ensure that you have a set of guidelines that your customer service representatives follow when interacting with customers. This will outline everything from how to handle complaints to the tone of voice that they should use in various situations. In addition to this, you can also lay out the response times that you expect them to adhere to.

Many companies like to have response times of at least two business days. It is not always possible to offer 24/7 monitoring that would then allow speedy responses. You might not also want to employ staff over the weekends. Two business days is usually a perfectly reasonable response time to offer customers, though your team should be aiming to get back to them much quicker than this.

Check Your Channels

Remember that not all communication can come in through email or phones nowadays. Your business has likely crafted a platform for itself on social media channels such as Facebook, Twitter, and Instagram. These all allow customers to get in touch with you either publicly on feeds or through private messages. 

You need to make sure that you check these channels frequently so you do not leave a customer without a response for too long. As with text and emails, some social media platforms do let you set up automated replies that can reassure the customer before you get to them. The world of social media moves very quickly. A public enquiry that goes unanswered can quickly be viewed as being avoided, especially if the issue is a sensitive one. Check your channels several times a day so you can be certain that you never miss an important message.

Offer the Customer the Chance to Fix Their Own Problems

Sometimes, you need to be a little proactive and head off issues before they get to you. You can craft a reputation as a responsive business simply by being able to offer customers ways to tackle their issues themselves. The simplest way to do this? With a humble Frequently Asked Questions page.

An FAQs is great to put together if you see the same questions coming your way time and time again. There are so many basic things that customers might want to know – such as “do you ship to my country?” and the FAQs can be used to help answer simple questions like this. Together with the chatbot mentioned above, it is a fantastic way to put the power in the hands of your customers. As a side note, it is also a great place to squeeze in some extra keywords for SEO purposes.

Start Working on Your Response Times Now

Take an honest look at the response times that your company has. A quick response time indicates that a business is communicative and willing to listen to and help their customers. If you feel like your brand is not responding to your customers as quickly as you would like, implement some of the above processes. With a concentrated effort, you should be able to see some marked improvements. You always need to make sure that your customers are as happy as can be, and this will be one of the key ways that you can do so. The best businesses will be ones with a great response rate, and it can be a neat way to push yourself ahead of your competitors! Take steps to improve your response times now!


About the Author: Jodie James is a freelance writer who has covered many topics. Holding a keen interest in Sports, Jodie has also developed a real understanding of how businesses like to run their organizations. Focusing a lot on employees and careers during the week, you’ll find Jodie on the sports fields at the weekend as well as mixing it up with friends in the evening.