Virtual PBX Featured Article

Using a Virtual PBX Can Help Cut Down Negative Customer Reviews

May 28, 2013

By Jamie Epstein - Virtual PBX Web Editor

The last thing any company wants to see while browsing the Web is a negative sentiment that has to do with either its product suite or its level of customer service. For any organization, but especially small to medium-sized businesses (SMBs), one bad review can lead to catastrophic results, including loss of revenue and thwarted growth.

One way to eliminate the chances of delivering anything less than a supremely satisfactory user experience each and every time is to begin leveraging a virtual PBX. Highlighted as taking business VoIP to the next level, Arizona-based Nextiva offers a variety of PBX/ SIP trunking plans that include capabilities such as support for legacy and IP-based systems, rich HD voice quality, an ultra high level of scalability, key client applications and, most importantly for any company just getting started, zero setup fees and no contracts required.

Offering always available technical support right from U.S. soil, the virtual PBX provider recently penned a blog post highlighting the best practices for turning unhappy customers into extremely satisfied ones. However, in order to do this, your business must first deal with less than positive comments being made.

 First, immediately after reading a negative comment, remind yourself not to get angry. After taking a breath, or two in some cases, respond quickly to online reviews in a calm manner.

“Depending on the severity of the negative review, achieving a state of calm can take time. Thus, business owners may need to take a short break to clear their heads before logging back into their computers,” the post stated.

Next, take responsibility for your firm’s mistakes and learn from them.  Unless you’re a robot, the chance of making a mistake from time to time is inevitable. In the case of a bad customer review, after taking the time to better understand what the problem was, it is key to then thank the user for their feedback and let them know their problem, complaint or question will be resolved as soon as possible.

Last but not least, ensure that the relationship continues to blossom. Building a loyal customer base that continues to buy solutions or products from your organization over a long period is essential when wishing to expand a corporate footprint. It takes both dedication and effort to keep customers coming back time and time again. This will only occur if they are being provided with a great experience each and every time. It is even more important to keep in touch with individuals who teamed with your organization but didn’t walk away with a smile on their face. This way, they will feel as if you’re going above and a beyond your normal responsibilities to keep them as a customer. If you do this, “chances are good that they will write a positive review on your social media channels in no time,” the post concluded.

Edited by Blaise McNamee



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