Belfast Telegraph

How good is your customer service?

Business success can be achieved by a combination of things. Excellent products and customer service are two areas that ensure customer loyalty and also entice new customers to your door.

Often business owners say that their high levels of customer service cannot be replicated online. They believe that they provide excellent service.

But do they?

With 79% of customers relying on online research before they purchase an item online or offline, what information do you provide online to customers to assist them in their buying decisions?

If your business prides itself in high levels of customer service offline, then don’t ignore the 79% of consumers who search for this online!

Wikipedia defines customer service as “the provision of service to customers before, during and after a purchase”. In today’s constantly changing world, customer service needs to reach customers in their location — not yours.

And quite often that location is online.

Today, good customer service provision is occurring at business locations, via Twitter and Facebook, on forums and via websites or mobile phones.

Good customer service transcends business locations and reaches consumers wherever they are.

Jill Culbertson is director of, NI’s first social media agency

Belfast Telegraph