For many small businesses, excellent customer service has to be their point of difference. Because larger competitors in the marketplace have more substantial resources with larger budgets for research and development, they can arguably provide their product or service at lower cost. Consequently, in order for small businesses to compete, they must make a point to differentiate the way in which service and ongoing support is provided.
Interestingly, vSplash – a provider of marketing solutions for small and medium-sized businesses (SMBs) – recently developed a new technology called "SMB DigitalScape," which collects and analyzes a huge amount of global data that can be leveraged for superior decision making.
And after SMB DigitalScape analyzed data derived from more than 1 million SMB websites in 14 different countries, 700,000 of which were located in the United States, it would appear that many SMBs are failing to provide information that would lead their customers to access superior customer service.
For example, the data collected suggests that 60 percent of the analyzed sites fail to provide a phone number that links to a customer service representative. Additionally, nearly 75 percent of the websites analyzed by SMB DigitalScape failed to provide a working email address to contact the business with inquiries.
"In an era when connecting and conducting business via the Web and mobile devices is increasing, SMBs are failing to capitalize on evolving consumer behavior trends and the vast digital commerce opportunity," said vSplash CEO Umesh Tibrewal in a press release.
In order to address this issue, business officials can turn to a certified answering service to provide a comprehensive customer service solution that provides easy-to-access communication channels through means such as traditional telephony, e-mail, mobile and others.
These professional, experienced service reps will afford a business an accessible local phone number and e-mail address to optimize the contact information on its website, potentially affording business officials with that distinct competitive advantage to keep pace with larger corporations.