Explore how online customer service acts as free marketing, improves your online reputation, and fosters customer loyalty.
*Originally posted on March 26th, 2019 and updated on November 11th, 2024.
Online customer service can make or break your business.
If you’re not replying to reviews, questions, and comments about your business online, then you’re not meeting the standard that customers have come to expect.
You’re also missing out on free marketing opportunities and the chance to build trust around your brand.
Instead of seeing excellent customer service as a burden, recognize it as a valuable asset to your business. Engaging with customers online goes beyond simply respecting your current patrons; it’s about building lasting relationships and enhancing your brand’s reputation.
In this article, we delve into how enhancing your customers' online experience can serve as free marketing, foster growth, bolster your brand's reputation, and develop lasting customer loyalty.
Business review sites provide priceless information to potential customers. We’re not just talking about a company’s address, hours, and phone number, either.
Online reviews are the frontline of your business's interaction with customers on the internet. They act as a preview for the type of in-store and post-purchase service customers can expect. A business that ignores their reviews sends the message that they don’t truly care about their guests.
On the other hand, a business that learns how to respond to online reviews the right way will demonstrate that they prioritize their customers’ satisfaction, even after the transaction is complete.
Timely responses to reviews are essential, especially for negatives. You should aim to respond to all negative reviews within 24 hours of receiving them. Efficient online support not only resolves issues promptly but also enhances the overall customer experience.
Engaging with your patrons online is the best opportunity to impress future customers with your service before they ever step inside your store.
While some businesses employ an AI chatbot to respond to customer reviews, we recommend a people-powered online review response management.
Effective online customer service is crucial for customer retention. When businesses invest to ensure exceptional service, they promote loyalty among existing customers who are less likely to switch to competitors.
Keeping your customers satisfied is often more cost-effective than acquiring new ones. Retained customers also tend to spend more over time and are more receptive to upselling and cross-selling opportunities.
Loyal customers often become brand advocates who share their positive experiences within their networks. This organic word-of-mouth marketing is invaluable; it builds trust among potential customers who are more likely to consider brands recommended by friends or family over traditional advertisements.
While acquiring new customers is also essential, first ensure that your current customers are taken care of.
The rank of your GBP in local results can have a dramatic impact on your business.
In fact, the top spot in search generally sees CTRs of around 30%.
So, what’s the easiest way to improve your SEO ranking on Google and earn a coveted spot in the Local 3-Pack?
Get more reviews and respond to them promptly.
Research from Search Engine Journal as well as Moz’s local search ranking factors suggest that regularly updated relevant content, exactly what you get in reviews, is the key to healthy SEO. When you respond to a review it triggers an email to the customer, providing them excellent service, but it also triggers a signal to Google, showing them that you’re an active business.
How you respond to reviews also plays a prominent role in local SEO.
When replying to a positive review, make sure to address the reviewer by their first name (no usernames). In your response, include any relevant buzzwords such as product names or the name of your business, and be sure to show your gratitude for their business and review.
For negatives, stay professional and apologize for the customer's frustration. Avoid publicly admitting your mistakes and take the necessary steps to move the conversation offline.
The simple process of requesting and responding to reviews will improve your search ranking and bring more people to your website, leading to more business down the line.
Top-notch customer service starts with understanding your buyers.
Using tools like AI sentiment analysis on your reviews allows you to quickly gain insight into your customer’s behaviors and preferences. Using these insights, you can tailor your services to meet customers’ specific needs, allowing for more personalized interactions.
When you make your customer feel unique and valued, you enhance their satisfaction and loyalty. This level of personalization not only improves customer satisfaction but also increases the likelihood of repeat purchases.
AI sentiment analysis also allows businesses to understand patterns in customer inquiries or purchases. Uncovering these trends allows businesses to proactively address potential issues before they escalate. This not only enhances the customer experience but strengthens your brand's online reputation.
Reviews are the ultimate user-generated content: customers trust them more than traditional advertising and they’re completely free.
Positive experiences shared by satisfied customers can reach vast audiences quickly, influencing potential buyers' decisions significantly. Brands that prioritize exceptional online customer service create an environment where happy customers are eager to share their stories
Television commercials and newspaper ads have their place, but consistently soliciting and answering reviews is the most cost-efficient way to highlight your business and earn the trust of with future patrons.
Don’t make overt pitches in your responses, simply reiterate and clarify the thoughts of your customers.
If done properly, your GBP will soon overflow with honest descriptions of your services and products. Readers will understand exactly what your business has to offer, and they will feel confident knowing that the information came from people just like them.
Furthermore, encouraging satisfied customers to leave reviews or testimonials can amplify this effect even more. Companies can actively engage with these advocates by sharing their stories on social media or featuring them on their websites—turning loyal customers into powerful marketing allies who promote the brand authentically.
The next time you tackle online customer service, remember that you’re doing more than due diligence: you’re building your clientele.
You don’t have to do it alone, either.
Widewail makes it easy for local businesses to take care of their current customers while gaining new ones in the process. Learn more about our review generation and response products here.
*Originally posted on March 26th, 2019 and updated on November 11th, 2024.
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