Local small and medium enterprises(SME’s) are facing some new challengers. Continuing economic pressures are leading to a smaller pool of consumers. Business have to compete for a customer base that is getting smaller. The online presence of a business is now essential. Consumers want convenience. Costumer service is no longer something that can be provided during business hours. Making a customer wait for service or answers could easily lead to losing a customer. Excellent customer service is the number one reason for customer loyalty. Forrester Research found that 72% of people put businesses valuing their time at the top of their list when rating customer service. Businesses must use their online platforms to connect with customers, provide quick and efficient customer service, and to build relationships.
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