NOVEMBER 2018 • FOGHORN 11 FOGHORNFOCUS: CUSTOMER SERVICE Google The number of searches on Google is mindboggling. According to Internet Live Stats, Google processes over 40,000 search queries every second on average, which translates to over 3.5 billion searches per day and 1.2 trillion searches per year worldwide. On the day I wrote this article, there had already been 4.4 billion Google searches…and the number was still rising. This means that you should expect that Google is your first-line customer service agent because, more than likely, your customers are looking online to learn more about your operation. According to founder and CEO of Peak Support Jonathan Steiman, “Self-service will continue to rise in importance in 2018.” While he acknowledged that the human touch is important, he says there’s a caveat: “Customers want to talk to a human after they’ve tried and failed to answer their question themselves. And they won’t go to your website and browse through your FAQs.” Writing in Forbes about customer service trends, Steiman said that the follow-up call to your operation after a Google search is crucial to creating a positive connection with customers. “This is the fastest and easiest way to get an answer to simple customer service queries,” he said.  As for improving the experience for customers searching the Internet with Google to find you, Steiman offers sage guidance. “Make sure your articles are robust, up-to-date and search engine-optimized,” he advised. “Use video if you can because it improves your SEO and can be very helpful to customers.” EXAMPLE OF A PASSENGER VESSEL OPERATION USING A MOBILE APP TO STAY CONNECTED TO CUSTOMERS Download the NYC Ferry App to redeem your ticket and so much more! Your ferry tickets are just a click away! Download the NYC Ferry Service operated by Hornblower App to buy tickets, view ticketing information, ferry schedules, and explore route options. With the NYC Ferry Service operated by Hornblower App you can plan your trip ahead of time or while you are on-board with our free Wi-Fi network. Navigate from point A to point B and stay up to date with recent blog posts about events happening around NYC. The NYC Ferry by Hornblower App Features: • Buy and save paperless tickets • Check out the boarding process • View real-time ferry arrivals and departures • Plan your trips • Sign up for immediate service alerts and special offers