Your blog can be a beacon to those who need customer service. The sooner unhappy customers get to you, the sooner you can resolve their issue.
Otherwise, they could end up on some review site where they with connect trolls who want to add fuel to the fire. Sometimes, an adverse situation with a simple solution finds the right voice to blow it all out of proportion.
Blog Can Offer Advice
If they find your blog first, unhappy customers may find the answers they need to resolve their issues. Minor dissatisfaction could be turned around in minutes.
Blog Provides a Forum to Be Heard
If they don’t find the answers they need, at least your blog can be that forum where customers express their displeasure, and you get an opportunity to make them happy. Between your contact form and your blog comments, visitors may have several options for getting a message to you.
Negative feedback is a gift when you can contain it on your site and respond in a way that improves customer service.
Blog Reminds Them You’re Human
Often, the reason problems escalate online is because the warmth of human conversation is missing. People who can’t find an immediate solution begin to think of the situation as “us vs. them” where them is a corporate logo.
Your blog can offer the reminder that behind the logo are real people trying, succeeding, sometimes missing the mark, but always striving to make it work for the customer.
You Can’t Hide in 21st Century
If your products or services have issues, people are going to hear about it in a world where bad news travels at the speed of Twitter.
Transparency is key and it’s better to face criticism head on. Your blog can attract unhappy customers and either give them the help they need or give them a way to contact you. With issues safely contained, you can keep complaints from getting out of hand.
A freelance writer can help you start and maintain a blog. Contact Tammi Kibler for help with your writing and marketing strategy.
This is the fifth in a series of ten benefits of blogging for business.