{"id":229,"date":"2011-02-02T06:07:29","date_gmt":"2011-02-02T10:07:29","guid":{"rendered":"http:\/\/www.floristseo.com\/?p=229"},"modified":"2014-03-21T18:10:48","modified_gmt":"2014-03-21T22:10:48","slug":"tools-tips-awesome-online-customer-service","status":"publish","type":"post","link":"https:\/\/www.florist20.com\/blog\/florists\/tools-tips-awesome-online-customer-service","title":{"rendered":"Tools & Tips For Awesome Online Customer Service"},"content":{"rendered":"

Sure there are faceless flower corporations that seem to rule the industry, but these days, people are getting back to basics and going more local. It is common knowledge that computer technology and the Internet were going to be tremendous assets in your business. That\u2019s why you had a website created and started online customer service to facilitate your small business.\u00a0You may be wondering, however, if you are getting the full advantage of online customer service, and if your customers are satisfied with what you are offering. There are several ways to determine this.<\/p>\n

Take advantage of different online tools such as online survey software.<\/strong><\/p>\n

Online survey software is generally very user-friendly, on both ends, which is important. The easier it is to use, the more likely your customers are to respond to your survey questions. And, the simplicity of the software will make it easier for you to review the responses and take the appropriate actions to improve your online customer service, if necessary.\u00a0Questions can range from the value of the arrangement they have received, to the checkout process, to their overall flower-buying experience.<\/p>\n

Give survey responses the attention they deserve<\/strong>.<\/p>\n

If you receive several, go through them and pick out two or three positive ones and two or three not-so-positive ones. Here are some suggestions of how to evaluate your responses:<\/p>\n

\u2022\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Look at the positive ones and take note of what they say is being done right.<\/p>\n

\u2022\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Then look at the negative ones, and determine what exactly the issue may be.<\/p>\n

\u2022\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Determine if this is\u00a0something in the online customer service process itself that needs to be addressed, or if there is an issue with the website.<\/p>\n

\u2022\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Check both places, and any others that you think may have caused the negative feedback.<\/p>\n

Thank respondents whenever possible. <\/strong><\/p>\n

If you use specific feedback from your online surveys, and it proves to have a positive effect, and you can determine the person or company that provided the feedback, consider sending a personal thank-you and recognizing the person or company responsible for the changes made in the online customer service offerings.<\/p>\n

Make frequent updates and changes so that the website content will remain fresh and exciting<\/strong>.<\/p>\n

Don\u2019t get so caught up in changes, however, that you neglect still giving customers what they need. And make sure design and content changes work before placing them permanently on the website.<\/p>\n

These may seem like suggestions that anyone should have thought of, or that you may currently be using. That\u2019s fine, but if you\u2019re like everyone else (and are willing to admit it) every so often you appreciate reminders of how you can improve online customer service as well as other areas of your business.<\/p>\n

Also consider this: in this age of instant everything and almost daily changes in technology and other areas, the old adage of \u201cyou snooze, you lose\u201d has never been truer. One of the absolute worse things a business can do is become complacent or lackadaisical in its approach to customer service, whether it is online or face-to-face.<\/p>\n

If business owners or managers don\u2019t care enough to stay abreast of changes and offer their customers what they want or need, they should not be surprised if they find their business slacking off. Not only will new business not be attracted, but it is possible that existing customers may decide to take their business elsewhere. And besides flower giants monopolizing the industry<\/a>, this is the last thing that a small business wants to happen.<\/p>\n","protected":false},"excerpt":{"rendered":"

Sure there are faceless flower corporations that seem to rule the industry, but these days, people are getting back to basics and going more local. It is common knowledge that computer technology and the Internet were going to be tremendous assets in your business. That\u2019s why you had a website created and started online customer […]<\/p>\n","protected":false},"author":14,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"site-sidebar-layout":"default","site-content-layout":"","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","ast-disable-related-posts":"","theme-transparent-header-meta":"","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"jetpack_post_was_ever_published":false,"_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[9],"tags":[],"class_list":["post-229","post","type-post","status-publish","format-standard","hentry","category-florists"],"yoast_head":"\nTools & Tips For Awesome Online Customer Service<\/title>\n<meta name=\"description\" content=\"Sure there are faceless flower corporations that seem to rule the industry, but these days, people are getting back to basics and going more local. 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