It’s more than survival—it’s about enhancing your customer experience and meeting their needs.
Your business exists to make money. That’s the goal, but it’s not the only thing you do. Success comes from solving your customers’ problems, and the chances are your business addresses more than just one of their needs. You provide a solution, help them navigate choices, and offer valuable information. That’s why having an online presence is essential—not just for sales, but to enhance customer experience and satisfaction in ways that extend beyond transactions.
According to research by the IE Domain Registry, the number of Irish SMEs without an online presence is shrinking, but nearly one-fifth remain offline. Of those, two-thirds believe they don’t need to be online. Perhaps these businesses rely on word-of-mouth and face little competition, but are they truly thriving? Are they meeting the full spectrum of their customers’ needs? Most likely, they’re falling short of what an online presence could achieve.
At the most basic level, your website provides essential information: contact details, location, operating hours, and a list of your products and services. Without this, customers must call or visit in person to get answers—a time-consuming nuisance for both sides. For businesses, it can lead to missed calls or customers waiting in-store for help, creating frustration. Putting this information online saves time and makes it easier for your customers to solve their primary problem.
But a website does much more than answer simple queries. It’s a platform where you can provide added value, educating your audience and addressing secondary concerns. For example, if you sell pet supplies, your website could also offer advice on pet care, behavior solutions, and safety tips. That goes beyond simply selling a product—it builds trust and positions your business as a helpful resource.
Social media is an incredibly effective tool for promoting your business, but its value extends far beyond marketing. It opens the door for customers to engage with you, ask questions, and provide feedback at any time. Although prompt responses are important, they don’t need to be instant. What’s more, when one person asks a question, your response can be shared with all your followers, addressing common concerns and saving time for everyone involved.
While the ultimate goal of an online presence is to increase sales, that’s not its only benefit. Having a website and active social media channels allows you to provide better customer service and operate more efficiently. It eliminates unnecessary friction for your customers and enables you to deliver more value than would be possible in person or over the phone.
A few businesses might survive without being online, but with an online presence, they could thrive—offering superior customer service, engaging with their audience, and creating a more seamless, satisfying experience for everyone.
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With 20+ years serving Irish businesses, Matrix Internet is the go-to digital marketing agency for proven, results-driven digital marketing services. From small businesses to large enterprises, we tailor solutions to help you succeed online. Contact us today for a consultation!
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