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Why Customer Service Is So Important to the Marijuana Industry

When going into business, there are significant plans and decisions to make concerning the type of organization you’ll run, the industry you wish to enter, the goods and services you’ll produce, your spending costs, and savings. Planning, patience, and...

When going into business, there are significant plans and decisions to make concerning the type of organization you’ll run, the industry you wish to enter, the goods and services you’ll produce, your spending costs, and savings. Planning, patience, and hard work is a requirement whether business owners launch retail and fashion companies, technology companies, health stores, or go into real estate.

Going into real estate, for example, would require finding investment properties and an extensive understanding of the real estate market. An investment property refers to real estate property that a real estate investor, or group of investors, purchases to rent or sell for income. For example, real estate investors may rent out residential properties like single-family homes, apartments, or condominiums to tenants to collect monthly rent. When finding investment properties, business owners should consider relevant factors such as the median property values in an area, how long properties remain on the market, the number of people living in the area, and economic and demographic information.

Amid the current COVID-19 pandemic, future entrepreneurs will have to determine if they’ll operate a brick-and-mortar organization that utilizes online services or run a strictly online company. Whether business owners run an online or physical organization, it’s crucial to put customers and consumers first and prioritize customer service. It’s especially critical for people who are starting a cannabis business to engage in positive customer interactions, provide pleasant customer experiences, and be transparent. Transparency is crucial, considering there are misconceptions regarding marijuana and cannabis. Read on below for why customer support is essential to the marijuana industry and ways to improve it to increase customer experiences.

Providing excellent customer service and accurate information can boost sales and customer trust.


The cannabis and marijuana market currently demonstrate profitability, making it the prime time to start a cannabis business, considering the boost the wellness and health sector experiences due to the public’s increasing interest in recreational cannabis and medical marijuana. Industry experts project that the cannabis industry and marijuana industry will generate sales reaching and exceeding $20 billion by 2023, considering the growing hype around CBD (cannabidiol) oils, tinctures, vapes, dietary supplements, edibles, and topical creams.

Prioritizing customer support is crucial to starting a cannabis business because customers and consumers may have questions and concerns regarding the safety, efficacy, and legality of marijuana and cannabis products. Especially considering that U.S. federal laws and state laws regarding marijuana and cannabis are subject to change, it’s vital to have an efficient contact center and a well-informed customer support team that’s always available to answer customer queries about cannabis products. Being transparent with your business operations and adhering to U.S. Food and Drug Administration (FDA) guidelines can increase your customers’ trust in your brand.

A team that delivers great customer support and can help customers find the right product for their medicinal or recreational needs and can increase sales.

Optimize your customer service department.


Utilizing the right technology can help cannabis entrepreneurs make their customer service contact centers more efficient and ready to meet customers’ needs. For instance, Bright Pattern call center software eliminates the need to use multiple systems to handle customer queries and maintain a customer help desk. Bright Pattern’s innovative artificial intelligence(AI)-powered cloud contact center software enables businesses to streamline customer support operations into one efficient, centralized system. The first-of-its-kind omnichannel platform by Bright Pattern empowers contact centers to handle seamless transitions between phone calls, video calls, social messengers, live chat, email, and SMS. Furthermore, using this robust solution gives your contact center the capacity to handle inbound voice calls and outbound calls. It offers superior AI assistance and bots to aid agents and customers with questions regarding marijuana products.

Implementing the right technology into your contact center solutions and providing efficient, informative, and pleasant customer experiences can practically guarantee your cannabis business succeeds.

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