How to Use your Blog to Improve Customer Service
Most businesses build blogs to keep their customers updated of what’s going on in the company. They fill their web logs with articles that keep their audience updated of new product and business developments and how these can be of help to their users. They also use business blogs as a platform to tell everyone about personnel movements and company activities.
But aside from these uses, a business blog can be used to play another role, and that is to keep the business make a steady connection with its customers.
Blogs are interactive platforms which establish an open line of communication with its audience. Here are some of the ways in which a business blog can be used to improve customer service.
1. You can use it to announce new products and services.
The launching or announcement of new products or services could be more of a marketing rather than customer service function. But since you have a ready and available platform with an audience that deserve to know what can benefit them and your business, your business blog can be a good place for this.
2. You can use it as a venue to answer customer concerns and questions.
In business, customer questions should not be left unanswered. A business blog is a great place to address customer questions which can be a concern of many. Many customers and prospects could be asking the same question, and it is difficult, tedious, and time-consuming to answer the same questions over and over again.
Using a web log as a tool for answering questions is an effective way to enlighten many with just a single explanation.
3. You can use it to host customer forums.
Lots of customers may want to share their experiences with your product to other people who have used it. Some may want to open up and discuss their problems about your product, hoping that someone will provide a practical answer to their pressing concerns.
Using your business blog as a forum for customers could help to provide a venue where they can interact with each other. It will help you to know and deliver what they want in terms of information, product quality, and service.
4. You can use it as an effective tool for market research.
Blogs are interactive, and you can use them as a tool to solicit feedback from customers and prospects. If your business is planning to introduce a new product model, you can ask your audience what they missed from previous models, or what problems have they encountered in the older models. This will enable you to address them in your new product. Asking for customer input is one of the best ways to know and deliver to them exactly what they want.
Blogs are very useful to businesses. They can help to inform, solicit feedback, and provide answers to your audience. They can also act as virtual customer service offices which don’t need physical spaces but are able to address and resolve customer concerns.