The customer is the top priority of any company and keeping them happy is a must. Today’s consumers are more mobile and dynamic and as such, traditional Customer Service methods have become obsolete. With Customer Service solutions, companies can reach out to their customers faster and they can understand them on a deeper level. These solutions provide answers to many problems including poor Customer Service and disengagement.
Many customers now rely on reviews from other peers when it comes to checking out items or services available online. A good data to keep in mind is that 71% of social media users are likely to recommend an item or service if they have good experience interacting with its representative online.
There are many factors to consider when one is thinking about “good” Customer Service and one of those is the speed at which the customers are reached out too. The same study reveals 71 percent of social media users expect to receive assistance five minutes after reaching out to a company.
To ensure quality service, companies must employ the use of Customer Service solutions and do away with traditional methods. Customer Service solutions make use of a database for keeping customer details but most importantly, they make transactions a lot faster.
Today’s consumers use various platforms to communicate with companies. A key feature that most Customer Service solutions have is a multi-channel support system. This allows the company representatives to offer support to customers via several platforms including telephone, chat, email, forums, and most importantly, social media.
To make managing cases easier on the side of the representatives, the requests will be gathered in a centralized hub. This streamlined method guarantees fast transactions all the time. The consumers have access to communication platforms 24/7 because of social media and traditional platforms like telephones. As such, companies should expand their reach across many platforms as well.
Online retailers can make good use of a multi-channel support system. There’s a good chance that customer queries regarding products are going to pour in from left and right. To avoid long response times, customers should have access to multiple channels through which they can ask questions. Gone are the days of being limited to telephone calls as customers can now turn to smartphones and social media for help.
A Customer Service solution should carry a few must-have features. These features are centered on providing the customers, the agents, and the company with the best experience possible. These digital tools lessen the paperwork placed on a company and of course, they also provide features that are not found a generation ago.
Customer Service solutions also provide companies a way to improve their services. With the help of reporting and analytics tools, companies are able to see areas that need improvement. Companies are not only able to improve their services; they can also use analytics tools to pinpoint common suggestions and complains regarding the product they offer.
Using data gathered from the customers themselves, reporting and analytics tools provide a near-accurate measure of a company’s service or product quality. This feature is essential in the growth of a company in today’s competitive market.
Aside from keeping track of how transactions with customers are doing, there are also helpful tools that monitor the performance of a team handling requests. In doing so, management is able to keep tabs on the agents that are performing a cut above the rest.
Call centers often handle countless agents in their workforce. With a vast workforce, it gets hard to keep track of how each individual is performing but with a Customer Service solution, the task becomes easier. By monitoring how the team is performing, companies are also able to advise agents on how they should improve themselves to provide a better experience for customers.
With the help of a Customer Service solution and the tools above, companies are not only able to provide quality service to their customers; they are also able to grow too. Come 2018, more than 50 percent of businesses are expected to devote more of their resources in improving Customer Service. This means Customer Service solutions will once again take the spotlight and drive companies towards providing a better customer experience.