The Secret Weapon Your Website is Missing (Hint: It’s Live Chat!)

Picture this: You go to a website to learn more about a potential new doctor. The office is closed, and there’s no way to get the additional information you need before choosing to visit this doctor. You leave the website and go to a competing doctor’s site. You can’t find exactly what you need on their site either, but you notice a chat pop up. You open the chat and get the answer to your question within five minutes. Which…

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Are You Mismanaging Your Leads? A True Story

I love birthday parties, and this year, I decided to throw together a party for myself. My goal was to entertain my inner-child, friends, and family during the festivities, and I immediately started searching for vendors who could help me accomplish the party of my mid-life crisis dreams! As I went through the planning process, it was surprising to me how difficult it was to get returned calls from companies who were spending online advertising dollars to get my attention….

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3 Reasons Adding Live Chat is Good for Business

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

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

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

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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