Most small businesses typically have limited resources, including employees, time, and money. Therefore, small business owners must be resourceful. This is especially true when planning how to best use these resources to meet the needs of customers.

Use customer relationship management (CRM) data.

CRM data can be used in a variety of ways to improve customer service.

Because it contains a database of customer profiles, including contact information and birth dates, small businesses can send customers personalized birthday cards, thank you notes, or holiday cards. These digital greeting cards can also include an incentive, such as a promotional offer.

For example, if CRM data indicates that a customer frequently buys a certain product, employees can send the customer a coupon for the product along with a birthday greeting. Marketing strategies such as this one can improve customer service. They also increase customer retention, and build brand loyalty.

Respond quickly to customers’ concerns.

When a customer shares a concern about a product or service they have purchased, it’s time to act.

It is not only essential to address the customer’s concern. It is essential to do so as quickly as possible. That’s why high-profile service providers such as private doctors and lawyers are turning to human answering services. For instance, a human answering service for a law office instills trust in callers as well as keeps your staff immediately informed in case a client has an urgent issue that needs quick attention. 

Addressing a customer’s concerns with a lack of urgency makes the customer feel as if they are unimportant and unappreciated.

Provide opportunities for honest feedback — positive and negative.

Small businesses can collect feedback from customers through surveys, online forms, or social media reviews.

Some companies censor their reviews when possible by requesting that negative reviews be removed. However, small businesses can use honest feedback as an opportunity to improve customer service.

For instance, if a customer reports a negative experience in an online review, small business owners can address the feedback publicly and privately. When small business owners publicly address negative feedback, current and future customers can see whether the business owner responds professionally and whether they are willing to offer a solution.

As small business owners address negative reviews with customers privately, it gives them an opportunity to change the customer’s perspective and regain their trust. When small business owners respond to positive reviews, it shows current and potential customers that the company appreciates and cares about their customer base and their customer service.

Use feedback to improve.

In addition to addressing feedback from customers, small business owners can also use the feedback customers provide to improve their services.

For example, let’s say a small business owner is a grocer. They receive several reviews from clients stating that the organization of the store is confusing.

They could consider reorganizing the grocery store in a way that makes more sense to customers. Customers see that small business owners are not only taking their ideas into consideration but are also taking action. They are implementing changes based on feedback. As a result, they feel more invested in the company and its success.

Wrapping Up

There are several ways that small business owners can distinguish themselves from larger businesses.

Big businesses can make customers feel as if they are only a number. By taking the time to improve customer service, small business owners can create a brand that earns customers’ loyalty.

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Technology can help small business owners automate tasks traditionally required hiring a designated employee or overloading an employee with multiple roles.

For example, many companies that previously had an Appointment Scheduler position were able to replace that role with calendar platforms or applications. These apps allow an individual to see availability for appointments and select the date and time that works best for them, rather than communicating back and forth to determine a mutually agreeable time. This process saves time. It also saves the money that would have gone toward the salary of an Appointment Scheduler.

Automated appointment scheduling is just one example, but there are several other technologies that can be beneficial to small businesses.

Learning Management System (LMS)

It can be challenging for small business owners to ensure that their employees are properly trained.

This is especially true if they must rely on people within the company to train new employees.

Businesses use technology, such as courses within a Learning Management System, to onboard and train new employees. As a result, it frees up current employees to focus on their own jobs.

This is significant within a small business environment that may have limited resources.

Cloud Document Storage

Document storage has evolved over time to become more efficient than ever.

Small businesses can use cloud document storage technology to store files rather than using limited physical space.

Software as a Service (SaaS)

These web-based apps use cloud storage that allows employees to create collaborative documents in real-time.

Employees can collaborate even when they are not physically together. As a result, this creates the opportunity for a flexible work environment that includes remote or hybrid work options.

Businesses also use web-based apps for project management, communication, and time tracking.

Website

It is essential for small businesses to have an online presence. In addition, having a website is a form of communication with potential and current customers.

Within a website, small business owners can provide details about the services they offer, their products, and the business itself.

Live Chat or Chatbots

A website can also include a way for customers to easily communicate with a small business via live chat or an after-hours chatbot.

If customers have questions about a service or product, typing them in a chat box is easier than calling or even emailing the business, as chat features are typically instantaneous.

Live chats can also be easier to manage than an email inbox.

Social Media

Having a social media presence is also an advantage for small businesses, as it can serve a variety of purposes.

Small businesses use social media technology for marketing and growing their customer base. It also can be used to build the company brand, connect with customers, and receive feedback through customer reviews.

Customers typically set up their devices to receive notifications from social media apps. Therefore, if customers are following a company on social media, then updates, such as promotions and sales, can be communicated to them instantly, as opposed to waiting for customers to access the company’s website.

Customer Relationship Management (CRM)

Small businesses can use CRM technology to analyze data about customers, individually or as a group.

For instance, CRM can provide small business owners with insight about which products a specific client buys most or which products are most popular with customers in general.

CRM provides business owners with data to help make decisions and most importantly, to build relationships with customers.

If CRM detects that a customer has left items in an online shopping cart, it can be triggered to send the customer an email reminding them of the products they left behind or even offer them 5% off the items in their cart.

CRM has many tools built-in to help small businesses build and maintain their customer base.

Small businesses have many technology options to choose from that can increase their sales and expand their growth. It also can make managing a small business easier for owners.

When small business owners take the time to learn about technology tools that are available, they will see exponential benefits for their business and their employees.

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