Customers Expect a Quality, Omni-Channel Customer Service
Customers have more touch-points than ever and they want service where they are. No longer should you provide a rigid, one-size-fits-all approach to customer service. Some customers will want assistance by email, some by phone, some on Twitter, and others via live chat. The challenge is to listen to what customers want and then provide them with the service they need where they need it.
Putting the focus back on human interaction by improving customer experience.
The days of sales calls and high-pressure sales techniques are long gone. Today’s consumer is savvier than ever, thanks to the proliferation of the Internet and readily available product information. But, they don’t want to be sold to, they want to be served. In fact, according to a recent study from Forrester Research, 79 percent of all prospects prefer to do business with an organization that offers exceptional customer service.
Here’s the best part: technology makes that easier than ever!
Whether you are working in a small business or running a multi-national corporation, providing great customer interactions is a key part of keeping your customers loyal and coming back. In an increasingly connected, digital age, there is an abundance of tools that make it easier than ever to provide excellent customer service experiences. Some of the most interesting are described below.
How does technology improve customer experiences?
Online customer service doesn’t have to be impersonal. For many, it’s one of the most enjoyable aspects of working in the industry. Whether it’s a question about an order, a request for some extra swag, or a random thought about the product/service, it’s a great opportunity for a company to show off its personality and helpfulness.
There’s a reason iPhone has built its reputation around customer service, and it’s no surprise that we’ve seen a rush to hire support representatives for online businesses. In fact, customer service is a great way to differentiate yourself in an increasingly competitive market.
Technology improves the customer experience by:
– Making you available 24/7
– Being present on the platforms your customers care about.
– Providing instant answers where possible.
– Making you accessible in a way that is inviting to customers.
Let’s not forget to mention that a good experience will increase customer loyalty.
Improve Your Customer Service Strategy By Using Social Media
A lot of people are on social media, so why would we not use it for customer service? Honestly, you can add it to your list of customer expectations at this point.
Many people expect companies to be available on social media, and many companies are realizing that investing in social media is a good way to improve customer service and brand awareness. The days of company websites or a blog being “good enough” are long gone (just ask the cable companies).
Many businesses spend tons of money begging for surveys but pass up the free customer feedback that is offered on social media platforms. It’s easy to launch a social media campaign – a Facebook page or Twitter account – but you need to have a strategy in place. Part of that strategy shouldn’t be ignoring customer complaints or unhappy customer reviews!
Yes, many people complain on social media about a bad customer experience, but that is still quality feedback. You have to care about all aspects of the customer journey and fix the areas that need improvement. Addressing it in a professional way can also turn a bad report into a great experience. As business owners, we must tend to our customer relationships, or risk losing them!
Another great thing: it’s easy to train a customer service representative to monitor social media for feedback because many of your representatives use these platforms on their off-time!
Improving Customer Service Experiences With Mobile Apps (The Blog Is No Longer Enough)
It may seem like all of the answers to improving customer service are already out there, but when you dig deeper, you’ll find that there’s a lot of room for improvement- and they can give you a great competitive advantage! Consumers have more ways than ever before to contact your business, and your business needs more ways than ever before to listen to them.
Some businesses have taken to using mobile apps to make communication even easier, giving clients a reliable way to reach out and business owners a reliable way to hear them. These technological developments allow businesses to listen to what consumers need and take action to fix the problems at hand, which helps create a better customer experience and keeps them coming back for more.
Mobile apps may seem like a big challenge for companies, but if you contact us, we can help your business get an app quickly! Apps don’t have to be super complex, they can even just offer basic information like hours, location, and services/menu listings.
I mean, why make your customers search all over Google and Facebook for your hours when they could easily open your app and know they’re getting the correct information? This also lightens the load on your customer service team by handling questions they might have had to answer over the phone or by email.
Here’s the best part, a mobile app gives you a way to reach out to your clients when they might not be thinking about you. This is done through a powerful tool called notifications!
Our technological powers increase, but the side effects and potential hazards also escalate. – Alvin Toffler
How Can Messenger Marketing Improve My Customer Satisfaction Levels? (Hint: It Adds A Personal Service Touch)
Messenger marketing (AKA Chatbots) might be considered the future of customer service technology even though it’s been around a few years. Chatbots can answer simple questions, and act as a virtual representative for your business! These programs are designed to answer any questions clients might have about your product or service, and they can be linked with your website or social media platforms to make them even more convenient.
Your clients will love this because you’ll be able to offer them a personalized experience through your chatbot. It can help reduce the volume of calls for you and your customer support reps and encourage them to visit your website for more information. Best of all, with the way we help you implement chatbots in your business, your chatbot will open up a whole new way of contacting your customers to market your products or services! Want to find out how? Contact us!