3 Reasons Adding Live Chat is Good for Business

Live Chat SMBs

Allow me to introduce the unsung hero of customer acquisition and retention: live chat for your website. If your business doesn’t already have a live chat product, then you’re missing out on a great way to engage potential and existing customers. While live chat is effective for capturing information about customer service issues, it’s also much more than that. When used correctly, it can be the swiss-army knife of one’s digital presence. Here are three specific reasons why adding live…

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ReachLocal Services Spotlight: Why We’re Thankful for Our Clients

ReachLocal services

Here at ReachLocal, we’re thankful for a lot. We’re thankful for digital marketing solutions that get results, a fun work environment, and most of all, we’re thankful for our awesome clients. Check out what these members of the ReachLocal services team say about working with their clients. Happy Thanksgiving from all of us at ReachLocal! Share what you’re thankful for with us on Facebook and Twitter!

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The Real Value of Customer Service

The Value of Good Customer Service

You’re watching your favorite show at home, and you’re minutes away from a huge plot twist. Suddenly, your cable cuts out. You’re slightly frustrated, so you call your cable provider and explain your situation. The customer service representative has no desire to understand your situation or find a solution – they even sound annoyed that you called. You become increasingly aggravated at a lack of empathy or willingness to help and hang up the phone in anger, never wanting to…

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32% Say Local Businesses Follow Up with Phone Leads in 2-5 Days

Beautiful florist at work. Beautiful young female florist writing something at note pad and taking on the phone while standing at her working place

We recently asked our readers how quickly local businesses follow up with new contacts after they call. The poll revealed more than 30% of readers thought businesses took between two and five days to respond to a new lead, 28% said they took less than one hour, and 24% said within a day. However, 8% of our readers said local businesses follow up in more than five days, and 8% said local businesses never follow up with new prospects. See all…

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39% Say Being Easy to Contact is Top Customer Service Expectation

SMB Customer Service Expectations

When it comes to excellent SMB customer service, there are many things a local business needs to focus on, from making sure their website is contact-friendly to ensuring they provide quick follow up and resolve customer issues. But, what aspect of customer service is most important to consumers? In our January survey, we asked just that — and 39% said being easy to contact via phone, form, or chat should be a top priority for local businesses. A close 36% said their top expectation…

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Poll: What Is Your Top Customer Service Expectation?

Poll: what is your top customer service requirement?

Great customer service is a cornerstone to running a successful business. And, with the rise of social media, local listings, and review sites in the local search results, it’s more important than ever for any local businesses to have a glowing online reputation. So, whether it’s taking to the the web to handle customer issues or simply providing a great experience in person or over the phone, making customer service a priority is key to getting new customers and keep them coming back.  So, we want to know: what…

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How to Prep Your Team for a New Crop of Seasonal Customers

How to prep for a new crop of customers

Small Business Saturday is just days away, and that means one thing for many small businesses – a big influx of new customers is headed your way. Congratulations! Now, don’t panic. With the right preparation and planning, you can make sure your business is ready for any new crop of seasonal customers – whether during an event like the holiday shopping season or a normal peak in prime business time. Here are seven things to check off your list: 1)…

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17 Tips to Help You Handle Online Complaints & Negative Reviews

Tips for dealing with online complaints & negative reviews

No matter how well you run your business, chances are at some point you’ll have to deal with online complaints, upset customers, or negative social media comments. How well you handle these situations can impact your online reputation and sometimes even mean the difference between keeping or losing a customer. So here’s a round up of 17 tips for dealing with angry customers, negative reviews, social media complaints, and negative tweets, along with links to the full articles so you…

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Solve These 3 Problems to Save Your Business from Complaints

Customer Complaints | ReachLocal Blog

For any local business, no matter how excellent the customer service is, how groundbreaking the products are, or how well the company is known, there will always be a time when customer complaints come up. You can’t please everyone. However, there are some things you can do handle the complaint with care and make things right for the customer. Here are three examples of common issues that cause customers to complain about your business, and what you can do to…

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Are Customers Choosing Your Competitors Over You?

Are Customers Choosing Your Competitors Over You?

“There is only one boss. The customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else.” – Sam Walton As a business owner, you know that attracting prospects and turning them into customers is the lifeblood of any company. But have you ever thought about why someone would choose a competitor over you? If you’ve ever lost a prospect to a competitor (it happens to the best of them),…

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