RSS LinkedIn Google Plus

Call us: 0800 014 9884

Why customer service is even more important in the Digital world

Customer service is an integral element for the success of a business. With so much choice, it is very easy for a client to leave a company if they feel they haven’t been given the best service. We all know that ensuring your clients are satisfied with the job you are doing for them is extremely important. But how has the way we offer customer service changed since doing most of our business online?

When you think of customer service, you ordinarily are thinking about brick and mortar businesses. But with the announcement by the IAB that there was a 10 percent increase in the UK’s online ad spend, it seems that digital is here to stay so businesses need to go the extra mile to ensuring high levels of customer service to their clients within a digital age. Dougherty and Murthy (2009), for the Harvard Business Review found that, “…alienated customers often disappear without the slightest warning”. This is why, especially in a digital market, it is imperative that companies instill policies for ensuring clients are contacted regularly with status updates. This helps twofold: first, it gives the client the satisfaction that they are very important to the company, and secondly, if there are any issues with the clients’ account, the company is able to verbalize that they are aware of the issue and are working on combating it.

Within our SEO world where it is very easy to misinterpret the language of an email or phone call it is important to ensure that all your employees know best practices for writing emails and conducting telephone conversations with clients. Add up several misinterpretations and you could find yourself losing clients at the end of their contract.

So remember, contact and consistency ensure your clients stay happy and you keep client retention high.

Reference: Dougherty D. and Murthy, A (2009) Harvard Business Review on the Harvard Business Review website, extracted November 18, 2010

Written by Rachel Mackie

Google acquires Firebase Wednesday 22nd of October, 2014by Dan Moores Google has acquired Firebase, a cloud service company that allows developers to build web and mobile apps quickly and easily, as well as store and sync data in realtime.

More on this story »

Microsoft devises new 'ubiquity' strategy for Bing Monday 27th of October, 2014by Dan Moores In an effort to increase Bing's market share, Microsoft executives have revised the strategy for the company's search engine and its paid ad services.

More on this story »

Twitter withdraws Google Glass support Wednesday 29th of October, 2014by Andy Williams Twitter has quietly announced that it has pulled its app from Google Glass with immediate effect, although a third party developer could step in and fill the gap.

More on this story »
theEword - 14 hours ago

We scooped Silver in the Sites and Search category! No Gold was awarded. #Fresh2014

Reply Retweet Favourite
theEword - 14 hours ago

We scooped Silver in the Sites and Search category! No Gold was awarded. #Fresh2014

Reply Retweet Favourite

theEweekly Wrap: 17 Oct Friday 17th of October, 2014by Dan Moores theEweekly Wrap: Google readies Android 5.0, HBO plans streaming service, and Bono says sorry.

More on this story »

theEweekly Wrap: 24 Oct Friday 24th of October, 2014by Martin Lindley This week: Mediative researches search behaviour, Microsoft drops Nokia brand, and Tinder gets premium service.

More on this story »

theEweekly Wrap: 31 Oct Friday 31st of October, 2014by Andy Williams This Week: Google steps up fight against privacy, Bing allows searching with emojis and Facebook announces new chatroom feature.

More on this story »

Who loves theEword

Who loves theEword Who loves theEword