With AI taking over so many aspects of business, great customer service is more important than ever before. There is an old saying regarding happy clients: “If you have a bad experience somewhere, you will tell everyone you know.  If you have a great experience, you’ll tell two people.”

The internet has made the world a much smaller place. This means that businesses need to be aware of any customer service issues and address them immediately because people are going to see them. The modern consumer is savvy and does research before they buy. If they don’t get a great impression of your company from online reviews, they may look elsewhere.  You may have the best product in the world–if your customer service isn’t good nobody is going to know about it. Here are some easy ways to keep your clients happy and help your business succeed.

Use social media to your advantage.

One way to control the flow of customer comments is to direct them to Twitter, Facebook, or LinkedIn. Do a demographic study and figure out where your customers are most active on social media. Invite clients to comment there, and have dedicated members of your staff monitor the comments and respond as quickly as possible. You want to be a part of a conversation, not shouting into an empty room. If you can talk to your customers before they get upset, chances are you can resolve the issue and turn an angry customer into an ambassador for your company.  Response time is key here, so it might not be a bad idea to have staff members on call 24/7, or at least have clear hours posted so that clients know when they might expect an answer to their query or complaint.

Your website needs to be organized and easy to use.

As more and more consumers shop online, your website will be the first impression customers have of your business.  Make sure that it’s a great one. In particular, you need to think about how it views on mobile devices since people will look up local businesses on their smartphone when they are ready to buy. Indeed, according to Nectafy, 88% of consumers who search for a type of local business on a mobile device call or go to that business within 24 hours. In addition, tablet devices have the highest add-to-cart rates on e-commerce websites. In a Google survey, 61% of users stated they would not return to a mobile site they had trouble accessing and would visit a competitor’s site instead.

Humanize your brand.

Don’t teach your team to provide canned answers; instead, have your team respond to each person personally and individually.  Apologize when necessary. Be polite, and don’t respond in a negative manner even if customers get obstreperous. A customer needs to feel that their needs are being addressed and that they haven’t been shunted aside by an unfeeling corporation. This is why companies like Southwest Airlines continue to have high customer satisfaction ratings across all channels, despite the negative publicity the brand has received. Their customer service reps respond individually to all queries in a timely manner and are polite and kind.

Customer service is a simple process, but it is one that too many companies get wrong.  Follow these simple tips and your business will stand out above the competition. Great customer service, delivered in a timely manner by a caring rep, can turn problem clients into enthusiastic ambassadors for your brand.