Dealing With Small Businesses Online

While you may be among the growing movement to boycott Black Friday, or are one of the many left cold by Cyber Monday, you may want to consider the charm of Small Business Saturday, the Saturday following Thanksgiving, that encourages shoppers to step back from the frenzy of massive franchises and e-commerce websites, and celebrate independent "Main Street" businesses.

In 2017, 108 million shoppers spent nearly $13 billion at indie retailers on Small Business Saturday. According to a recent survey of 1,000 adult respondents, 40 percent said that smaller, independent businesses still offer the best customer service.

And Small Business Saturday happens online, as well. However, for some shoppers, dealing with independent retailers on the web can be a hassle. Genesys offers some tips for getting better, faster customer service from small businesses online:
  1. Use different communication options. Contacting customer service isn't limited to a phone call. Instead, make use of other communication options like texting and web chat to interact with businesses. And, social media works, too. Simply log onto Instagram, Twitter or Facebook to connect with your favorite retailer.
  2. Embrace AI. Take advantage of recent strides in artificial intelligence (AI) by talking or messaging with a chatbot to access support and resolve routine issues efficiently. Today, chatbots are smarter and more capable than ever to help you quickly check order status, find product information or process a return.
  3. Skip the hold line. When trying to access customer service over the telephone, ask for a return call instead of waiting on hold. More and more contact centers are offering a 'callback' option—so take it!
  4. Honey, not vinegar. Embody the spirit of Small Business Saturday in your interactions with support agents and business owners. During the holiday season, customer service agents deal with hundreds of anxious consumers day-in and day-out. Have patience. If you can take a few deep breaths before unleashing your frustration, it’ll make the experience happier for both you and the agent.

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