A customer service that responds to a customer query 24 hours a day, seven days a week, and on real time. That’s the current and pressing expectation that customers – your clients – have of the way your organization and its staff should address their concerns. It doesn’t matter if it’s midnight or a banking holiday, they want the answers on how to make use of the product they bought from you NOW. An email reply won’t cut it either; they want to be able to communicate with someone live through their phone or smart device.
This is a trend that businesses cannot afford to ignore. Regardless of whether they are huge conglomerates, known brands, or small enterprises, companies are vulnerable to the shockwaves and the negative fallout that happen after a bad or ineffective customer service experience. All it takes is one complaint about an ignored call or a neglected account to go viral to scare present and potential customers away.
Dozens of teams of customer service representatives manning their desks 24/7 can cost a company massive amounts in overhead, training, and salaries. Fortunately, customer service solutions can help in ensuring that the valuable and often irate client does get the help he need when he wants and needs it. Ultimately, that real-time response will keep him engaged and loyal—and in a turnaround of the usual bad publicity, influence other customers to do the same.
Here are three top ways to use customer service solutions to improve your 24/7 real-time customer service:
Install mobile-friendly apps on your website: According to IT Toolbox, users are doing their search queries and other related communications (like customer-service follow-up questions) more and more on their smart mobile devices, instead of their desktops. Mobile searches will outnumber desktop queries by a whopping 27.8 billion. This means that your customer will reach out to you through his smartphone. An app downloaded and installed from your website can become his channel of communication to your customer service department.
Some companies do not have downloadable apps, but they do have live chat activated with a click of a button usually on the bottom-right corner of their websites, through which a client can talk with a support personnel.
Without these solutions, it might take him a longer time to reach you should his emergency happen if he is mobile, transient, on the road. And if in that time of need he feels he cannot reach you, he might just be tempted to find another provider.
Personalized messages delivered through automated platforms: Customers still want to feel that they are being treated as individuals with their unique concerns, and not merely as a part of the crowd. DQ India points out that customer service solutions can provide them the answers that they need, responding to their individual situations. These responses are concise, user-friendly, and yet packed with enough information to help them with their need.
Finally, as described by Business News Daily, an ‘omni-channel’ will record and track the entire history of your customer’s communication and other exchanges with you. At the same time, upon re-establishing contact, your customer will be directed to the one specific person or customer service representative that can help him. A customer who wants assistance or answers right away will not take kindly if he is passed from one contact person to another. He wants to talk to the one who can help him ASAP. It will also infuriate him and disengage him if the customer service representative keeps asking a lot of questions that he feel may not be relevant. The omni-channel’s accumulated information such as the client’s profile, past issues, and consumer behavior will help the customer service representative understand the latter better, and thus give solid and useful solutions.