How to Improve Small Business Customer Service, Part 2 of 2: Online

Once you have improved your company’s in-store customer service experience, as discussed in Part 1, tackle your online image next. Here are a few ideas worth implementing:

Update the Company Website

Depending on your small business’ size, you may not have felt the need for a website. The truth is, even if you do not sell anything online, your website is how most customers will learn about your business. This is due to the importance of keywords and search engine results, which will drive new customers to your business. Investing in other marketing tools is valuable, but ignoring the online market is a mistake. Keep updating the site and adding new information to keep it fresh and relevant for your customers.

Make Your Website Mobile-Friendly

Since so many people are constantly on the go, having a mobile-friendly website is more important than ever, and especially for small businesses. For example, picture a working mother who is about to pull out of the driveway in the morning before realizing she needs to drop off some dry-cleaning. Chances are, she will pull out her phone and run a quick mobile search. If your store is listed, she may follow the link to check services, compare prices, call your business, or map your location, all from your website. Creating a mobile-friendly website will generate new leads and improve every customer’s experience with your company.

Keep Online Shopping Simple

Consumers will appreciate a streamlined online shopping experience and associate those good feelings with your brand’s overall image. Making the online shopping system simple will also help decrease the number of buyers who leave the page before completing the checkout process. If you do not sell products online, consider letting customers book sessions or services instead. At the very least, include clear, easy-to-find contact information and encourage customers to contact you online or by phone to discuss their needs or book services.

Expanding your marketing tactics, updating your website, and revamping your company image may require extra capital, which is where small business funding can help. Business lending will give your company the necessary capital it needs to grow.