No Response to Compliments
Customers who complain: which web shop owner does not know them? Half of all complaints are answered within an hour, according to a survey conducted recently. The study looked at 59,000 web stores. Strikingly enough, complaining customers seem to get more attention than customers who give a compliment.
Two-thirds of all web stores respond to a complaint within two hours. Only a quarter responds to compliments within this time frame. Recruiting customers costs much more time and money, so it is better to pamper existing customers. Negative and positive messages should get a right answer quickly.
Although most web retailers are convinced of the added value of social media, the majority do not adequately keep up with their pages. Most do this one or more times a day but should check every notification. “As a result, some posts from existing or potential customers are forgotten. If you use Facebook for customer service, you have to be on top of it, “says Jayesh.
The right solution is web care. Outsourcing the monitoring of everything that is written about a company, whether positive or negative, offers many advantages. For example, (potential) customers always receive a reaction at lightning speed, buying signals are picked up immediately, and monitoring is not dependent on (the lack of) workforce within their organization. Contact Tag Tech to discuss the options!