01 Dec How SEO & Customer Service Go Hand-in-Hand
When it comes to SEO, we know that improving a company’s online presence is a long-term investment. It isn’t always easy to have patience with a campaign, especially in competitive markets. Tweet This That is why it is essential we understand customer importance and its relationship to the SEO process. Keeping a customer happy and satisfied will secure their business in the long run, which is exactly what you need to see success in an SEO campaign.
There are a few additional benefits you can reap as well; things like repeat business, client referrals, and large client acquisitions all spawn from great customer service. Below, we will review a few tips to help ensure your customer service and SEO are aligned for maximum results.
Identifying Customer Needs
Taking on a new client can be daunting. The best way to begin is by identifying their wants and desires. Tweet This Asking open-ended questions is a good way to get to the root of their expectations for the organic campaign. You can help drive this conversation by guiding the customer through the steps of SEO from start to finish. It is also helpful to set realistic expectations during this conversation. Finally, restating and summarizing what the customer has expressed is beneficial to ensure everyone is on the same page.
Customers Understanding of SEO
At this time, it is good to provide objectives or goals to help drive customers through SEO—setting rank, traffic, implementation, or conversions are all great ways to measure success and SEO progress. Tweet This
With objectives come proof and transparency. Showing results and explaining the value and positives of the data is a great way to help educate and keep customers.
Give More than Expected
There is a lot you can do even without going out of your way to provide a superb customer experience. Always being available is one easy way to give more—simply responding to phone calls or emails goes a long way. Tweet This
Honesty is key when earning a customer’s trust—it is better to always tell the truth, even if it’s not the best news.
Proactivity a great way to give more, as it shows that you care and gives something extra to a customer’s campaign. Giving more can be as simple as providing extra advice or insight.
Always be Positive
As easy as it sounds, positivity is one of the hardest principles to keep in mind when providing customer service in the SEO industry. This is due to the ever-changing nature of search engine algorithms and the long-term commitment needed for real progress. Regardless, if you can master the art of being positive, you can have success anywhere.
A few for staying positive include using positive language, being a “yes-man,” offering proactive solutions, and constantly improving. Never be complacent with how you treat your customers. Always give clients the best outlook, even in a less-than-ideal situation.
Get Direct Customer Feedback
A great way to refine your customer service skills and tailor them to your customers is asking them for direct feedback. What do they like? What don’t they like? Are they happy? Would they recommend you to someone else? These are all great questions to ask when looking for helpful feedback.
When it comes to soliciting the feedback, a phone call is one of the fastest ways to get a review. Customers are often looking for convenience, so an email is also a great option. Better yet, try both methods! Providing incentives for feedback is an effective way to get information about the quality of your services quickly. No matter what method you use, direct feedback is important to take the campaign and customer service to the next level.
In summary, providing customer service in the SEO industry can be challenging. In the end, the rewards of doing it correctly outweigh what you lose by not providing customers with the best service. By finding your client’s needs and expectations, you can ensure, even with all of its challenges, a campaign will be a success.
If this includes giving customers a crash course in SEO, do it. The long-term benefits of educating them are invaluable. This also allows you to provide more than expected, which will help your customer feel valued. This, in turn, directly ties into always being positive—it will help your customers stay excited and engaged throughout a campaign. Finally, constructive feedback is crucial for staying fresh and taking your customer service above and beyond.
As always, keep on Boosting! And remember, the customer is always my #1 priority!