This post is sponsored by Staples Business Advantage®, the business-to-business division of Staples, Inc.
Giving great customer service used to mean having employees available to help on the phone, in person or by mail. A lot of that has changed with the option of self-service to either save costs or expand hours of operation. This started with Automat in 1902, where food was served via vending machines. The cash machine or ATM became popular in the 1970s as a way to service customers after the bank was closed.
The preferred way that customers want to interact with businesses has flipped. A Forrester study shows that 72 percent of customers prefer to use self-service rather than phone or email support answered by real people. This proves how convenient customers believe online service is and how much they actually value it over live interactions. Many feel it’s faster to work with a company’s online platform, since it can be accessed at any time.
Being able to interact with your print vendor in multiple ways is also critical for the success of your marketing. They should have an online system, physical stores and account representatives there to help your company when and where you want them. Unfortunately, many local stores don’t offer the online part of the equation, even for simple jobs like business cards and letterhead, which are typically ordered multiple times per year. This can cause delays, or worse, increase the chance of mistakes.
Any online service should include developing basic designs, referring to past orders, and checking on the status of current ones. At Staples, small business owners can order online and then pick up the marketing materials in the store or have them delivered. This can include training materials, presentations and flyers. In addition, a representative can come to their business for more detailed projects.
Staples Business Advantage is the business-to-business division of Staples, Inc., which helps customers achieve greater cost savings on products and services like office supplies, technology, printing, promotional products, furniture and facility supplies –– all from one convenient place. With customized account support and best-in-class customer service, Staples Business Advantage serves organizations that range from 10 employees up to the Fortune 100. Learn more at StaplesAdvantage.com.
