Boost Your Small Business by Boosting Your Small Business Work Environment
As a small business owner, you’ve already got plenty of obstacles in front of you when it comes to fulfilling the true potential of your company and making the best it can be. While it’s most certainly a good idea to invest in solid customer support software and doing what you can to improve your financial standing, be sure you don’t neglect your employees and their work environment. Here are a few ways to provide your team with the best work settings possible so both they and your business can thrive.
Mind Your Manners
Rather than focus on employee salaries and benefits to draw qualified and dedicated helpdesk professionals, be sure to exercise a bit of common courtesy. Whenever your employees make strides in their progress or accomplish something, be sure to recognize their efforts and thank them accordingly. This can be a verbal thank you or a reward such as an extra vacation day or bonus. Your employees are sure to appreciate the fact you’re paying attention to their efforts and are willing to show your thanks.
Keep the Lines of Communication Open and Clear at All Times
Communication is the foundation to personal and professional relationships alike. Not only should your team know under no uncertain terms what you desire and expect out of them as employees, but you should also know what your employees expect out of you as a leader and employer. Give your employees the chance to have their say in how your business operates, the business they’re helping to build. Let them know you’re open to suggestions and feedback, which makes your job of improving your cloud help desk business easier. Additionally, be wholly honest with your employees when they come to you with a question.
Don’t Neglect Professional Growth Opportunities
Just because your employees have degrees doesn’t mean they’re done learning. By offering career development and training opportunities, you show your employees you’re invested in their growth and in providing them with more professional opportunities. Not only do they benefit from this, you and your business also benefit from the new skills and knowledge your employees gain. Training classes, workshops, professional organization memberships and job assignments are all great examples of ways to help bring out the best in your employees.
Ask Your Employees for Their Opinion, and Listen to Them
Just like your target audience, your employees are an untapped resource you can put to good use in improving your company. Take out time every now and then to ask them what they like about your business and the way its run and what they would change. Give their opinions careful consideration, and put those ideas into action if you feel they have merit. Even better, include your team in implementing those changes to give them an active role in your business. In case your employees would rather not make their identities known when offering feedback, be sure to give them the option of replying anonymously.
You don’t have to turn your brain inside out thinking of ways to grow your small business. Improve your work environment and your employees are sure to take a brunt of the weight off your shoulders.
There shall be no name-dropping. Unless you’ve been living under a rock, you know the name of the largest online retailer. Years ago, mom-and-pop shops threw their collective arms up in the air when another retail giant opened up locations everywhere and put them out of business. Now, this is happening to online retailers. How do you compete when you’re a tiny entity?
The Underlying Problem
Major retailers suffer at the hands of these big guys, too. Many retailers have felt the online shopping heat for several years, yet they still refuse to jump onto the Information Superhighway. For smaller retailers, the issue is resources. They don’t have the money or time to build competitive online presences, which leaves them in the uncompromising position of racing behind the big guys.
He Who Dies With the Best Website Wins
This is, in a way, an oxymoron because studies show that shoppers prefer to solicit smaller retailers because they offer a more personalized shopping experience. So why do the big guys remain on top? They dominate the marketplace for two key reasons: convenience and impression. Despite a desire to shop at a boutique, people still stay at home and purchase what they need online.
Impression counts, too. Research confirms that “big” draws more people through virtual doors. Small enterprises may have an attractive online presence, but over 2,000 online shoppers were surveyed and 59 percent said they believed larger businesses have better websites. Part of what makes a website great is customer support software, because…
People Still Crave the Personal Touch
The same survey revealed that 71 percent of consumers still want a personalized experience when they shop, and this is how mom-and-pop shops can compete with the online and offline conglomerates. You can give your shoppers a personalized and user-friendly experience online as well as in your store. You just need the right tools to do so.
Build a professional online customer experience that will rival your larger competitors. This includes social media. Keep your current customers happy and draw in new customers with online deals, specials offers, contests and other fun activities. Don’t forget to maintain a strong presence offline as well through local events for a truly personalized experience.
When programmed optimally, customer support software welcomes new visitors on your website and via email. People are visually stimulated, so upload media expressing a warm welcome and explaining what you do. This leaves a fantastic first impression because you’ve already personalized their shopping experience, even if it is virtual.
Get Inside People’s Heads
Behavior plays a huge role in consumer habits. Another study showed 500 shoppers responded better to large business websites because of the 22 features tested, the sites offered better information, interaction, personalization and usability. Larger companies also used colors and patterns to solicit desired reactions, e.g. a green “Buy Now” button converted more clicks than red.
Leverage this information alongside the knowledge that the more power you give your customers the better. Your consumers must feel engaged while they shop, so ask them their opinion. What do they want to see on your brick-and-mortar and virtual store shelves? When you connect with your customers on a personal level, you establish solid footing in your marketplace.
Marketing has the potential to be the biggest expense on your monthly or annual operational budget but there is no denying that this is also one of the most valuable expenditures. Because marketing is so essential, many business leaders believe that it will naturally cost a lot of money to conduct. However, there are some important strategies that can be used to further your marketing reach and maximize its value to your business without costing a lot; in fact, some of these strategies cost little or nothing. Getting the most from value-rich marketing strategies requires the participation of many members of your team – from helpdesk employees and troubleshooters to managers and salespeople. Communicate your plans clearly and encourage everyone to maximize the return on these low-cost marketing options.
Market Research Costs You Nothing
Companies with enormous marketing budgets may have the means to fund highly focused research into target demographics, but do not imagine that this leaves you without similar information. There are many publications addressing emerging markets, evolving demographics, and maturing economies. Get familiar with information sources such as:
• Google News
• Industry publications
• Newsletters from professional societies
• Newly published research
• Universities and trade school news
Many valuable sources of marketing research cost nothing. Set up alerts in services like Google News and sign up for electronic newsletters from relevant societies and trade groups; these are just a couple ways to access cutting-edge information that is highly relevant to the markets your company is part of.
Improve Email Outreach for a Few Dollars a Month
An email newsletter can quickly become a company’s most effective form of marketing outreach. Composed correctly, email can encourage customer engagement, deliver information relevant to new clients, and remind existing clients of scheduled services.
Email lets you leverage your knowledge of messaging relevant to the market groups you have already researched; this is a good way to discover just how effective a great marketing message can really be. You can also include links to your website, catalog images, and lots of other information precisely tailored for increased traffic and other identified goals.
Thousands of contacts can be reached for $20 – $50. Email marketing platforms provide you all the tools to instantly enhance e-newsletters.
Get Big Returns on Helpdesk Personnel Training Investments
The people providing direct customer service can have a significant indirect marketing influence – for good or ill. Improving these operations might involve investing in cloud help desk solutions; you are sure to see significant returns for your effort. Service operations are streamlined and departmental organization is improved with the tools available from Cayzu.
Great service can prevent customers from losing loyalty to your brand. These positive interactions and resolved concerns will secure relationships with individual customers and make it much more likely that they will recommend your company to others. In this way, the initial investment in software and system support continues to pay off in the short- and long-term.
Marketing does not have to cost hundreds of thousands of dollars. With a little hard work and strategizing, your company can leverage low-cost solutions into high-value results.
There are several things you can do improve your overall business in order to compete with your competition, but few of those methods are as powerful as improving your customer service. In addition to offering exemplary customer service software, Cayzu also specializes in offering exemplary professional advice on how you can leapfrog past your competition by pinpointing your customer service strategy.
Make Your Site Easy to Use
Every now and then it’s a good idea to put yourself in a customer’s position to see how well your site works. How well does your online helpdesk work? Does your site load quickly and is it easy to navigate? If you have a brick-and-mortar store as well as an online store, make sure you offer customers a self-service option. Doing so is a great way to ensure all of your customers get what they’re shopping for when they’re shopping for it no matter what time it is or the time zone they’re in.
Answers Should Be Quick and Easy to Come By
The answers to basic and common questions should be readily available on your site. Few things can upset your customers faster or easier than them not being able to easily find information that should be included in the FAQ section of your site. And speaking of FAQ sections, we recommend updating yours every year or so to keep up with changing inquiries.
Just as you have a business to operate, your customers have lives to tend to. Stick to whatever promises and delivery times you give. If there are ever any delays or reasons you’re unable to keep your promises or meet your obligations, make sure you have a good reason and that you’re completely honest with your customers. They’re often more forgiving if you take quick action, communicate with them and make up for any mistakes you make.
Prepare for the Absolute Worst
You and your customer service department are sure to have more than your fair share of bad and downright terrible days, so you might as well go ahead and prepare for them before they happen. Find out what some of the most common customer service complications are and find out how leading companies handle those specific situations. Be sure you include your customer service department to help with this step. They’re going to be the implementing your strategy, so they might as well help develop it.
Keep Every Impression in Mind
Don’t wait for your customer to come to you before you set the tone for your relationship, and this applies to your physical customer service department as well as your cloud help desk. You also want to be mindful of the message you’re sending to customers as they look over your physical store or website. Finally, you also want to end business transactions on a positive note rather than be quick to rush off to the next customer. Let your customers know you’re there for them if they ever need assistance in the future.
Rather than focus specifically on beating out your competition, focus instead on improving your business. No matter how crowded the marketplace becomes, it’s always best to focus inward rather than outward.
While there have never been more opportunities to turn help desk website visitors into loyal customers, you have to make sure your conversion strategy makes the most of those opportunities. Rather than feel bogged down and overwhelmed with your options. Cayzu is here to give you seven site conversion resolutions to implement this year.
1. Consider Conversion Rate Optimization Skill-Building and Learning
If you’ve got the resources, consider establishing a department that’s solely focused on conversion rate optimization, testing your website, improving user experience and drafting persuasive marketing and advertising. Smaller companies can implement this step by learning the basics of conversion rate optimization.
2. Revamp Your Website
Before making minor adjustments to your site, decide whether you need to make a drastic redesign to address issues users might be having and to better optimize your site. If you’re afraid that such a significant change will do more harm than good, don’t be. Your site’s current design might be exactly what’s keeping you from experiencing more conversions.
3. Shift Your Focus From Testing to a More Organized Conversion Strategy
Instead of focusing only on how well your cloud help desk site works, you’ll be better off recognizing when testing your site can do more harm than good, concentrating on ways to improve your profits and utilizing more flexible testing tools. Bear in mind that testing your website and optimizing your site aren’t the same thing.
4. Target and Divide With a Goal in Mind
When tightening your focus on the makeup of your audience, divide them according to their psychographic profiles, demographic, special aspects of your industry and how they behave while on your site. To help you with this resolution, turn to a trusted analytics tool, such as Google Analytics.
5. Personalize the Right Way
If you decide to personalize your user experience, do it the right way. You might be shocked to learn that only roughly 25% of businesses are actually utilizing site personalization. Personalization is one of the most effective and least expensive ways to start improving your site conversion rate this year and every year afterwards. If you’ve already personalized your site, see if you can tighten your settings to make sure you’ve got suggested products in stock and that they’re in the style, size or color the customer desires.
6. Upgrade Mobile Usability and UX
Your website should be optimized for mobile use, if it can be accessed on a smartphone or tablet. Remember that the screens and layouts of phones and tablets aren’t the same as computers, and you can easily miss out on opportunities to make a conversion if visitors don’t have an easier time of navigating your site while they’re on the go. When optimizing and designing your mobile site, use mobile analytics to improve the user experience.
7. Implement Consistent Multi-Channel Experiences
Whenever your customers interact with your company, be it through social media, email, a mobile site or an app, their experience should always be the same. They should automatically know they’re dealing with your company and brand no matter how they decide to interact with you. Make it easy and convenient for users to connect with you no matter how they choose to do so.
Here at Cayzu we want this year to be one of the best years yet for your business and your site. Put these tips to good use and watch as visitors turn into loyal customers and advocates for your business.