Why Customer Service is Extra-Critical for SMBs

We know customer service to be one main components of the business trinity for success. For a small business to mid-size business (SMB), customer service can be the piece that either makes or breaks  your success.

The reality is a small business may not have the resources to advertise or market to their customers compared to a large restaurant chain. What a SMB does posses is the opportunity to make every single customer feel appreciated and valued in a way so that each person will want to return. If you are an SMB that is currently looking to revamp or start up some customer service strategies, here are four smart tips (and one bonus tip) to help get you started.

Be Polite and Mannerly to Your Customers  

Having good customer service doesn’t have to be difficult. One of the best tips is to say “please” and “thank you” when talking to your customers. Thank customers for visiting, thank them for reaching out for information, and thank them for making a purchase. Saying “thank you” makes the customer feel valued, and when they feel appreciated, they’ll be more likely to purchase from your business again.  

Give Customers an Easy Way to Contact  

Websites and advertisements may not always answer a customer’s question. It’s a given that some patrons will have questions, comments or concerns about your company. Make it easy for them to chat with your business and gain access to useful information.  

Using a popup chat window on your website or Facebook Messenger are two easy platforms you can use for customers to directly message your company. Facebook Messenger in particular is very popular. Over half of social complaints are posted via Facebook. It’s important to respond promptly to any messages. No one likes to wait, especially customers trying to fix an issue.  

Be Helpful Not Pushy

What do you think of when you hear ‘salesperson’? A man with slicked back hair, eager to sell you a car? A telemarketer who constantly spams your cell phone? Some people may believe in certain stigmas when they interact with sales people, but that doesn’t have to be the case.

 If you employ salespeople, Flip the stereotype on its head, and change what people think of your sales workforce. Instead of “pushy, have them focus on being helpful. Train your salespeople to exude a helpful vibe over the phone. Your customers will say thank you, and that means they’re more likely to have a positive experience with your company.  

Hug Your Haters Online 

Embrace the dark side. No, really. When it comes to online complaints and negative feedback, you really need to embrace them. Studies show that companies who actively respond to complaints have better customer advocacy opposed to those who don’t. Essentially, companies retain customers better when they answer their questions and address feedback, than those who ignore them. As the saying goes, “You catch more flies with honey” 

 It might seem counter intuitive, because most companies aren’t so eager to discuss a bad experience or faulty product with a customer. However, just showing that the company is listening and trying their best, does wonders for the company’s image.

WiFi Marketing for Your SMB

If your SMB offers free WiFi to your guests, then WiFi marketing is your bonus tip for providing amazing customer service. With an intuitive WiFi marketing platform, you can thank guests for visiting right on a branded login page. You can also reward your guests for visiting through email marketing campaigns, encourage feedback, and provide helpful information of your business all through the WiFi you offer to them.

If you want to learn more about WiFi marketing for your SMB, reach out to us or even schedule a demo and see how Marketing4WiFi is the tool for better 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.