How SMEs Can Improve Customer Relationships Online
- Customer Experience

How SMEs Can Improve Customer Relationships Online

Building strong customer relationships is critical, especially for small and mid-size enterprises looking to establish themselves. Small and mid-size companies often need to think outside the box to maintain and enrich a customer’s experience with fewer resources at their disposal.

Fortunately, with the rise in popularity of social media and other digital mediums, businesses have the opportunity to gather customer feedback online easier and consider ways to improve their overall customer experience.

There are several ways your business can enhance your relationship with customers online. This article will tackle specific and measurable tips your company can utilize to start you off on the right foot, from analyzing trends to leveraging technology.

Helpful Tools for SMEs

Various tools and software are specifically designed to enhance the online customer experience. Here are some tools you can explore:

1. Customer Relationship Management (CRM)

CRMs is an essential tool that provides you a complete, accurate record of your prospect’s entire interaction history and helps you manage reports needed to monitor customer service. Aside from that, CRMs also help you organize and expedite other aspects of your business, like operations and marketing, by analyzing patterns and trends.

Since CRMs provide you with accurate accounts of your customer’s interaction history, it allows you to create customized reports and emails to fit a customer’s profile.

2. Help Desk

Help desks are ticketing systems that help record call logs and capture data related to customer interactions. This software is valuable in handling requests, solving problems, and facilitating self-service for your customers. While most CRMs have ticketing capabilities, help desk applications have unique features like metrics and workflow.

Help desks offer a faster way to serve customers by issuing service tickets and directing them to the proper channels to resolve their issues.

3. Email

Some businesses think that emails are a thing of the past. However, modern email systems are optimized to automate workflow like customer communications, including promotional and follow-up emails.

4. Chat Systems

Customers value the opportunity to communicate with companies directly, and several CRMs do not have dedicated chat functionality. Investing in chat software could enhance a customer’s overall experience.

Customers have different ways of communicating, and having a chat system provides another avenue for SMEs to communicate with customers who prefer this medium. Furthermore, in the fast-paced business world, clients expect immediate results.

5. Social Media

Social media channels are not solely used to promote a product or share news about your company. It allows you to interact with your customers and listen to their thoughts about your brand and offerings to help you improve your services. Social media platforms can provide valuable metrics for an SME to monitor, like reach, impressions, and engagement.

Having this data at your disposal can help your business optimize and formulate plans to improve your online presence and communicate better with your audience.

Getting Started: How You Can Improve Your Online Customer Relationships

Some SMEs might not know how to improve their online customer relationships. So, these are some practical tips to help you get started.

  • Increased focus on customer experience

Establishing an omnichannel is a great way to optimize the customer experience. An omnichannel is a “seamless service” between a company’s communication methods.

Fewer customer touchpoints equal faster action giving you the ability to provide a consistent customer service experience. In addition, unifying your different communication channels will streamline all customer interactions and make it more convenient to establish and nurture customer relationships.

  • Real-time customer support

Implement support services like live chat systems. This helps deliver effective support solutions that enable faster resolutions to customer problems while reducing support tickets. Real-time support also encourages proactive conversations, displays the speed of service, and boosts customer satisfaction.

  • Personalized customer care

Whether by answering inquiries or showcasing their product in real-time, personalizing your interactions adds a layer of engagement with the customer resulting in reduced buyer’s uncertainty and customized customer experience.

Something as simple as calling the customer by their name and drafting personalized responses to messages (not using template responses) can help foster stronger relationships and enhance your prospect’s overall satisfaction.

  • Listen to customer feedback.

It is essential to know what your customers think about your business. Browsing through social media and analyzing metrics provides you with valuable insight into your customers’ perceptions.

Once you have gathered valuable information, you can assess what strategies work and what don’t for your business, allowing you to develop a better tactic to improve your online relationships with customers.

Know Your Audience

Managing customer relationships online is now an essential part of growing your business. Conventional means of communication are slowly getting phased out by more convenient methods like social media and various applications.

Knowing how to capitalize and nurture these tools will help you capture and retain an audience to support your efforts in improving your small or mid-sized business.


Author Bio:

James is a content writer at StratAccess, Inc. — a call center referral company dedicated to transforming the landscape of outsourcing partnerships.

His interest in startup stories led him to write articles centered on helping small businesses.

His favorite time of the day is the early morning, where he can journal in silence while enjoying a cup of coffee.

How SMEs Can Improve Customer Relationships Online

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