20 Internet Marketing Mistakes To Avoid 20InternetMarketingMistakesToAvoid | Page 27

Mistake #19: Having bad customer service
A lot of companies spend all their money on developing the right product.
Yes, having an awesome product and marketing will sell but having terrible
service will almost guarantee that you won’t get repeat customers. Not only
that but each unhappy customer will tell three other potential customers
about their bad experience and make it even harder to expand your market.
Great customer service might even cover up for an average product. You
need to have multi-channel customer service and a thriving online
community with people willing to help. For example, you would need
someone to answer calls, answer emails, answer chats and answer
questions posted on the forum. Covering all these channels is only the
beginning. You now need to ensure that the service is excellent.
If your company cannot afford to have its own in house customer service
center they have several options. Some companies create user driven
forums where the customers help each other, this is great at building a
community but eventually you would need to add more channels to handle
high volume questions. The other is outsourcing, you can do it onshore or
off shore with a myriad of different option available at relatively cheap
prices.
As a company your customer service is a reflection of who the company is.
Just by adjusting the company to be more customers centric you should be
able to improve the customer experience and make sure that people come