Boost Your Revenue with Top-Notch Customer Service

Customer service really is everything. Studies have shown that people are willing to spend more at places where customers believe they are actually cared for. Yes, your business needs to make a profit, but if caring for your customers  takes a backseat to making a buck, don’t be surprised if your customers decide to ride with someone else.

When it comes to delivering top-notch customer service, there are three key rules that you’ll want to stick to moving forward.

Listen to Your Customers, Don’t Just Hear Them

Part of good customer service is truly listening to what your customers are telling you. It doesn’t matter how amazing your product is, it’s not going to turn a casual shopper into a loyal customer if a person is dissatisfied from other aspects of your business.

A good example would be your hours of operations. Let’s say you’re a coffee shop that opens at 7:00 am, but you’re noticing a growing group of people that are wanting to purchase a hot brew from you at around 6:00 am. They’re waiting outside every morning, posting comments about it on your Facebook page regularly, and asking your staff what can be done.

You can hear what your customers are saying and apologize for the inconvenience, or you can listen to them and change your opening time.

That isn’t to say that you need to change your business model with every tip and suggestion from shoppers that visit your store. But if you’re refusing to make a change despite numerous requests from your clientele, are you sincerely listening to what your consumers are trying to tell you?

Smart Tip: Make sure you provide plenty of avenues for customers to voice their praise, comments, or concerns about your business. Online reviews are a great way for you to be able to see what your customers have to say about your store.

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Automate for Your Customers, but Don’t forget About Them

Automated technology has made its mark as an important tool regarding customer service. Self-checkout lanes in supermarkets, electronic kiosks in eateries for customers to place and pay for orders, and chatbots for online shoppers are all ways that automation has cozied up next to customer service.

Even though there’s a growing trend of offering some form of self-service to your guests, it would be unwise to leave your customers without a human customer service backup.

What if an item isn’t being scanned in that self-checkout lane? What if a customer wants a specific request for a food order? Is that chatbot capable of answering every single question a customer might ask about your business? If you don’t have a human aspect of your customer service ready and waiting in case of those specific cases, then you’re not truly providing top-notch customer service.

Smart Tip: Automated email marketing is great for sending out useful content in large numbers, but it’s still another automation tool that needs a human touch to go along with it. Make sure your email marketing has a personal tone and is written in a way that doesn’t sound like it came off an email assembly line.

Learn More About How WiFi Marketing Can Help Your Business

Acknowledge and Empathize with Unhappy Customers

This last point can’t be stressed enough. When those moments come (and they will come) where you experience an unhappy shopper, do not hide from them or put off solving their problem. Run to them! Embrace them with open arms and let them know you’re there to help the whole way while resolving their issue. Often, a customer will calm down as soon as their pain point has been acknowledged. Then, solving the issue becomes a matter of customer delight.

This rule isn’t just for the physical space, but also for the digital. As soon as that negative review pops up, or a complaint comes in into your messaging inbox, jump in with a speedy reply. Apologize for the misunderstanding and negative experience. Customers will  in the future when their complaints are met with speedy replies.

Customer complaints are part of business life. Don’t waste time trying to figure whether or not you’re at fault for the situation. Empathize with unhappy consumers and find out if the matter can be resolved within reason.

Smart Tip: Make sure you encourage feedback from your guests at all times, not just when it shows up as an unhappy customer. Promoting feedback is one of the four key points to creating the ideal loyal customer.

Do you offer complimentary WiFi to your guests? Did you know you can upgrade that basic WiFi to work as an additional tool to boost your customer service? With GoZone WiFi’s Marketing4WiFi platform, you’ll gain access to automated tools you can use to better your customer service.

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Smart WiFi Suite Enterprise Feature Matrix

  • Enterprise-grade cloud infrastructure
    Scaleable platforms on the Amazon AWS cloud provides carrier-grade uptime.
  • Multi-Location Data Views
    An aggregated view of your data giving you visibility to all of your locations or drill-down to specific locations.
  • User Access Control
    Allows your administrator to control and limit access, features and data visibility among users.
  • Advanced Captive Portal Engine
    A complete toolset to design and build dynamic captive portals, guest flows and custom privacy controls. Includes our Touchless Menu features.
  • Guest Forms, Vouchers and Payments
    Collect guest data, surveys, on-line or offline payments and offer different access levels.
  • Customized login methods
    Choose how guests are able to access your network including social login, emails and SMS login, advertisements or a combination.
  • Data Export
    Full guest profile export to CSV allowing you to use collected data in third party systems.
  • Detailed Location Data Analytics
    Analyse detailed information about your locations like busy days, busy times and location comparisons.
  • Demographics and Device Information
    Make informed decisions based on detailed demographics and perform location comparisons.
  • Data Sync to other systems/API
    Save time populating other systems as guest profile data can be sent to external systems on timed intervals.
  • Triggered Campaigns
    Engage with your guests without the manual work by creating personalized email, SMS or Twitter campaigns.
  • Coupons and Loyalty
    Increase spend and promote repeat visits by creating incentives for guests or their friends to come back.
  • Import external data
    Bring in contact data from other systems to consolidate your marketing efforts into a single comprehensive platform.
  • Contact segmenting and lists
    Build contact groups to send personalized messages to your guests based on automatic segmentation and your own critera.
  • Scheduled Campaigns
    Communicate with your contacts to drive awareness through email, SMS or Twitter.
  • Traffic Counts and Statistics
    Monitor your venue and events with real-time and recorded traffic counts and patterning.
  • Heatmapping and Traffic Flows
    Visualize crowd density and how people flow in, out and through your venue to see where people congegrate.
  • Alerting and Reporting
    Create automated alerts to help control crowds or to monitor abnormal trends.
  • Intelligent Landing Page Builder
    Simple to create pages that support multiple campaign types and can easily be modified and re-purposed for other venues or events.
  • Campaign Management Tools
    Offer your advertisers options to suit their advertising needs such as A/B testing, ad weights, flexible scheduling and more.
  • Reporting and Attribution
    Analyse detailed information about the campaigns and creatives to get the best campaign targeting.

  • Access

  • Insights

  • Automation

  • Contacts

  • Presence

  • Advertising

You should receive a text shortly with a link to view a sample Guest Flow.

Take a look at the sample we just sent you, and feel free to reach out if you’d like to learn more.

Custom Splash Page Builder

A custom splash page helps give a captive portal the branded look it needs to stand out from the crowd and give guests the peace of mind they’re accessing the network associated with the venue they’re visiting.

WiFi Payments and Vouchers

Offer premium guest WiFi access and promote WiFi upgrades with comprehensive payment and voucher modules. Payments can be used to offer guests varying speeds of WiFi access, while vouchers are great for venues that want to utilize a captive portal that also requires a voucher code for WiFi access.
WiFi payments and vouchers

Guest Plans

Venues can now offer multiple levels of guest WiFi access with our Guest Plan feature. Guest Plans are defined by specific upload and download speeds and session time limits. Brick-and-mortar businesses can offer guest WiFi access and promote WiFi upgrades with our new payment and voucher modules.

Versatile Form Builder

Create and display custom guest surveys on any splash page of your guest flow. Collect feedback and gather additional data points to create smarter marketing.

Enhanced Guest Flow

Guest flow gives venues complete control over the guest WiFi experience. Guest flows help keep a visually pleasing captive portal experience by preventing clutter of multiple marketing assets. Keep it simple, or turn your WiFi into a digital billboard.
WiFi splash page with survey social login

Integrated Ad Spaces

Ad Space Integrations is a powerful feature for venues who want to promote products, deals and specials, online shopping, loyalty programs and other signups, or third-party advertisers all on a pre-authenticated Splash Page.

Increase impressions and clicks for advertising opportunities by showcasing AdSpaces before requiring a guest to connect to WiFi.

Have an app that needs more downloads? The URL redirect function will navigate guests to the app store specific to their device as soon as they click on the advertisement/call-to-action button.

No more will guests have to wait to connect to WiFi to reach interactive ads. Ad Space Integrations takes Ads4WiFi smart advertising tools and places it our smart marketing environment powered by Marketing4WiFi.

Hotspot Scheduler

Determine the specific days and times that WiFi is available to guests. Hotspot Scheduler offers smarter WiFi control by allowing venues to run their guest WiFi during business hours.