The cannabis industry is growing rapidly, and new challenges for customer service come with that growth. This article will discuss the industry’s most common customer service challenges and how businesses can overcome them.

Lack of Knowledge

One of the biggest challenges in the cannabis industry is the lack of product knowledge. Many customers are new to cannabis and may not know what to expect. This can lead to confusion and frustration, especially if they are trying to find a product that meets their needs.

To overcome this, businesses must ensure their staff knows about their products. This includes learning the different strains of cannabis, the different ways to consume cannabis, and the potential effects of cannabis. Businesses can also provide educational resources to their customers, such as articles, infographics, or videos. 

For example, at Call Canna, our agents are fully trained and certified through Seed Talent to ensure they are consistently up-to-date with everything to know in the cannabis industry and products and services especially offered by the client they represent. 

Regulations

The cannabis industry is heavily regulated, and this can come with its own set of challenges. For example, businesses may be unable to answer specific questions about products due to legal restrictions. They may also have to follow strict procedures for handling customer complaints.

For any business to succeed, they need to be familiar with the regulations that apply to their business. They also need to understand their rights and responsibilities under the law clearly. This will help them provide accurate and helpful information to their customers, even when they jump through regulatory hoops.

Emerging Technology

The cannabis industry is constantly evolving, creating challenges for customer service. For example, new technologies are being developed that allow customers to purchase cannabis online. This can create challenges for businesses still needing to be equipped to handle online sales.

To stay up to date, businesses need to be open to change and willing to adapt to new technologies. They must also ensure their customer service policies and procedures are flexible enough to accommodate new developments. With Call Canna, our agents work with your in-house e-commerce platform and are prepared to guide customers through the products and help place orders if needed. 

Customer Expectations

Customer expectations are constantly rising, and this is especially true in the cannabis industry. Customers are now expecting a high level of service, even when purchasing a product that is illegal in some jurisdictions.

To meet these expectations, businesses need to provide the best service. This includes being knowledgeable about the products, responsive to customer inquiries, and resolving customer complaints quickly and efficiently.

Overcoming Customer Service Challenges

The challenges of customer service in the cannabis industry are real but not insurmountable. Following the tips above, businesses can overcome these challenges and provide their customers with the best possible service.

Here are some additional tips to stay on top of things:

• Invest in training. Make sure your staff is trained on the products you sell, the regulations that apply to your business, and the best practices for customer service.
• Use technology to your advantage. Several customer service software programs can help you automate tasks, track customer interactions, and resolve complaints more quickly.
• Be proactive. Take action before customers complain. Contact customers with surveys, offer loyalty programs and provide educational resources.
• Be patient and understanding. The cannabis industry is still relatively new, and customers may have questions or concerns. Be patient and understanding, and do your best to address their needs.

By following these recommendations, businesses can overcome customer service challenges in the cannabis industry and provide their customers with the best possible experience.