A company that openly approaches its audience looking for answers is one that is prepared to grow, according to Micah Solomon of RetailCustomerExperience.com. In one of his recent editorials, Solomon addressed the difficult question of how businesses can most efficiently use their customer service to take the company in the right direction. One method can be through maintaining a highly accessible online profile through the use of social media. Although Solomon does not mention this, an internet answering service might also provide this information.
Another significant point made is that the tools for getting workable ideas from user responses can be found in both cutting edge platforms and some very basic techniques, such as allowing recipients of emails to respond to listserve messages the old-fashioned way.
Just making it clear that a company is listening might be enough for some users to respond more positively to its efforts. And the article also emphasizes that companies should be active in seeking out complaints and criticism, not ignore them.
"The sooner you learn about the problems customers perceive with your service or product, the faster you can take corrective action," Solomon said. Inviting and even welcoming such reactions can create more of a sense of honesty about the way a certain company operates.
Digital resources can be the best suited for this because of the rapid way they allow customers to give feedback. But companies can also use a live answering service to receive complaints, especially if they have the resources to keep one open for long periods of time. The point seems clear: the more you show you are willing to hear criticism, the more honest the relationship with customers.