How easy do you make it for your customer to contact you?

It’s not a loaded question.

There have been a few instances of late where a quick phone call would solve a query. Simple.  Well, it would have been simple if the phone number was easy to find.

It’s very frustrating when you get an email from someone and there’s no contact number on the bottom or in their signature.  Call me old fashioned but I’m the type of person who if I’ve got a question, I like to pick up the phone and have a chat about it.   Done and dusted.

But when you can’t find the person’s number, or you’re having to go and search for it, it’s frustrating. And it takes time, something we’re all short of. How many hours have been lost Googling for contact numbers? And then when you find it, it’s not the right department or the wrong number altogether!

 

Why can’t I just call someone… arrgh!

That’s the response I get from Mrs H when she has lost the will trying to contact someone rather than in her words ‘having to go on b****y line to do it!’.

And she has a point. Maybe there’s an assumption that it’s the right thing to do and because we’re in the digital age, then everything needs to be in the ether. But, it’s not always the right solution for the customer.  It causes frustration and ultimately can damage your brand.  How many times have we heard “well their customer service is [insert expletive here!]”.

Don’t follow the crowd

Whilst some of the larger corporates and brands adopt the online approach (after all, we’re an online business dude!) there’s no reason why SMEs should adopt the same thinking. In a world where we can buy 24/7 and competition has never been greater, then your customer service and experience need to stand out.

We’re all for making life easy for your customer.

You’re not alone

The saying, ‘can’t see the wood for the trees’ is something that has come up a few times over the past few months when we’ve been chatting to clients and prospects. Too busy to take a step back. Not spotting the simple things that could make a difference.

It’s one of the reasons we developed our Touchpoint Programme. Plug the gaps. Find those missing opportunities. A logical process which allows you to map out your customer journey and identify all of your customer Touchpoints. Even if you think you’ve got it all nailed, our Touchpoint can be used to double check everything so nothing’s missed.

Small changes. Big impact

Here are a few suggestions of things to think about when it comes to making it easy for your customers and prospects to contact you:

  • Do your customers know who to speak to when they engage with you?
  • Do you make it as easy as possible for your customer to contact you?
  • What could you be doing better?
  • Are your contact details consistent across everything you do?
  • Are your social media and website contact details up to date?

Here’s the thing, taking the time to review all your Touchpoints is a worthwhile exercise. Put some time in your diary to do it – and stick to it! You’ll identify all your touchpoints and you’ll be able to see if you’re consistent or not.

And you never know, you too might be able to see the wood.

So if you send an email, do yourself a favour and stick your number on the bottom of it, it just makes life so much easier.

If you want to know more about our Touchpoints then you can download our guide; Top ten touchpoints to increase the lifetime value of your customer here.