online communication makesBetter business sense

 Many companies now move their business online, leaving behind a "brick and mortar" storefront.  It's easy to see why this trend has occurred.  First, the cost of establishing such a business is relatively cheap and easy.  No need to pay for physical building overhead.  Also, the cost of maintaining the website is minimal.  In addition, the Internet provides an easy and effective way to market products.  As more and more people spend time online, the online customer market continues to grow.

  However, when businesses move from face-to-face customers to anonymous online customers, there is a loss of personal connection and trust.  All the online spamming and scams haven't helped matters at all.  This has destroyed the trust in e-commerce and the reputation of many companies.

  In the online world, business doesn't stop after hours and on weekends.  What do you do to answer your customers' questions?  Here are some things you can do to improve your interactions with customers:

  1. Offer a Frequently Asked Questions (FAQ) page and online product support information.  This is a great way to answer basic questions that might otherwise overwhelm your support email.  For example, our voice-changing product, MorphVOX, has a FAQ about common problems users encounter.  We have also provided detailed online documentation on topics that users may wish to explore further.  It solves about 95% of the questions that people may have.

  2. Include a support email link on your website for issues that web support cannot resolve.  At Screaming Bee, we aim to respond to our customers' inquiries within one business day.  More often than not, we respond to questions within an hour of receiving an email.  I believe we have gained many loyal customers through our aggressive efforts to meet the needs in a timely manner.

  3. Provide a message board or forum for users to express their opinions, add comments and interact with each other.  Remember that people are social creatures and like to listen.  It also helps build a community of customers who are empowered and have a say in the products and services you provide.

  4. Write a personal email to each customer.  Have you followed up with your customers after they've purchased your products or services? Not only is it important to get feedback on how to improve your offerings, but more importantly, your customers.  To maintain a trusting and long-term relationship with  Email them within 3-4 weeks of your first purchase.  Your products and servicesTheir experiences together are very fresh in their minds.  Remember, a customer ignored is a customer lost.

  Spending time and effort to better communicate with customers pays off.  Your company will rise and fall not on the customers you gain, but on the customers you don't lose.  Loyal customers will be the ones who give you the best referrals.  They also provide you with the richest, organic, word of mouth marketing