When an individual has a problem with a particular product or service, they don't want to speak with a machine over the phone, or wait a week for someone to email them back. Promptness and reliability are key, especially with a litany of technological devices available to consumers. Smartphones and tablets raise the level of internet connectability as more individuals own them.
Internet services, specifically website customer support will help any business stay above the competition in terms of service. Individuals expect the best not only from their gadgets but from the organizations they choose to do business with.
Sam Grobart wrote a recent article for Bloomberg Businessweek, discussing how even when the economy is struggling, consumers will find a way to treat themselves. This is especially true when a product is innovative and will improve communication between individuals.
For example, when the iPad was first released two years ago, it seemed strange for Apple to release a product with a base price of $500. However, since then, more than 34 million iPads have been sold in the U.S. and more than 84 million worldwide. In comparison, market researcher NPD Group reported that an average computer at that time cost $710 and other tablets broached the $1,000 mark.
"Novelty, an attainable price, and the power to connect people: It's not the first time a new product with those selling points has defied a lousy economy," Grobart wrote.
Communication is key. Whether it's being able to contact family members or finding a way to reach out to a particular business, individuals value simplicity and innovation. According to the U.S. Department of Labor, between 2007 and 2011, the amount that households spent on communication rose by 10 percent, while they spent less money on food, entertainment and apparel.
Organizations should ensure that their online customer services are reliable and courteous. That way, customers will stay connected and want to continue to stay involved with the organization.