How Should You Deal With Your Unhappy Online Customers

While there are many advantages of doing business in the online world, there are many disadvantages too. One of the main disadvantages of doing online business is that you are likely to face harsh comments and negative feedback on your services or products at one point in time and there is so little you can do to avoid such incidents. Various online review sites, social media sites, feedback sites, and other platforms give online customers a perfect opportunity to pass negative comments about your products/services.

If you keep on ignoring the complaints and issues of your customers, your business is going to suffer in the long run. If you do decide to respond to these complaints and issues, how do you go about it? Here are some smart ways to deal with your unhappy online customers:

Listen and Read Carefully

More often than not, an unhappy customer posts those negative remarks about your business because he or she wants someone to listen. Before you prepare your answer, make sure you have read the feedback carefully. According to Forbes, the more you know about the main reason behind an unhappy client, the better solution you can offer him or her. Even if you decide not to respond, it will give you an idea of what your customers think about your products and services.

Reply Immediately

The quicker you respond to a complaint the better for your business. At times, you may require more time to sort things out and come up with the right solution, but never ignore the complaints of your customers; they can put a dent on the reputation of your business in the long run. One good thing about taking immediate action and addressing the issues is that your online customers will realize that you care about their concerns and value them. Even if you are unable to offer them any quick relief, your unhappy customers may remain loyal to your business.

Use a CRM Software

One effective way of dealing with unhappy online customers is to use a Customer Relationship Management (CRM) software. Choosing the best CRM software will help you manage customer relationships by collecting their data and information. CRM software can help you keep your customers engaged. In today’s hyper-competitive business world, you not only need to retain your old customers, you also need to attract new ones to stay alive. The only way you can achieve this goal is by offering highly customized and streamlined solutions to your customers from the beginning to the end. Without knowing the shopping behaviour and other details about your potential customers and prospects you will not be able to offer them a streamlined and customized experience. The best CRM software can help you:

• identify your customers
• address their primary needs
• stay in touch with your current and potential customers
• offer additional products/services as per their profile
• offer instant replies to their enquires/concerns
• avoid mistakes that can make your customers unhappy

In order to remain competitive in this cutthroat business environment, you simply cannot afford to let your unhappy customers walk away; follow these smart moves to retain your unsatisfied customers for life.

Find out more about our in-house developed, super easy to handle CRM system, QuickDesk: