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How Businesses Can Use Podcasts to Enhance Customer Support
from:Many businesses have live customer support during dedicated business hours, followed by email support during off-hours. However, some customers want answers right away and while the company has the potential customer already on their website, needs to take the opportunity to provide the customer with immediate gratification to earn his/her business and loyalty. Thanks to the many uses of podcasts, businesses can provide an interactive customer service and support experience no matter what time of day.
Enhance F.A.Q.’s by allowing each question to be answered in a podcast. This will not only allow a more interactive experience by allowing the customer to hear a more detailed explanation of an answered question, but will allow other options to having questions answered, which is particularly meaningful to customers who have low vision, use English as their second language or prefer to hear a voice answer their question. You can also implement one of the “Did this help answer your question?” buttons to ensure customers get the necessary information from the podcast and make adjustments when necessary.
Be sure to state shipping policies including carriers used, average delivery times, what to do if shipment is late, and tracking information in a shipping podcast. A shipping podcast can be accessed for customers using a link on the site’s shipping information section. Also, a redirect from the F.A.Q. section can lead customers to the shipping information podcast.
While email lists have been traditionally used to provide company updates, encourage diverse marketing practices by having an email list as well as a podcast signup. Or, to make things easier, feature a link to your business’ newest podcast when sending out customer newsletters. Entice customers to listen to the podcasts by offering exclusive podcast listener discounts, contents and unadvertised specials.
Complete the interactive customer experience by selecting a Customer of the Month. Use an email testimonial to be read aloud during the podcast and offer the customer selected some incentive. Encourage customers to leave feedback; either positive or in areas which the company can improve. In order to protect customer information, when reading the email during the podcast, only use the customer’s initials. Use the customer’s testimonial on the website to add more credibility to your business and help spread positive word-of-mouth.
Include other types of podcasts on the company’s website when relevant. Video podcasts can also help customers with service-related tasks. Instead of calling a number for support, if selling a product or service that requires some type of installation, operation, or other manual requirement; create a video podcast showing the assembly, demonstration/operation and uses for an item. Not only will this serve as a guide to customers needing help, but it can also showcase a product or service to prospective owners. Feature the product or service highlighted and if feasible, offer a special price or incentive with purchase.
By using both audio and video podcasts as part of a business’ interactive customer support, companies can help keep more satisfied and informed customers while increasing their bottom line and becoming an industry leader.
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