ow are you using technology when it comes to the right customer service strategies for your business? Whether small or mid-size business, it’s a no brainer that providing excellent customer service is your top priority. Given that customer demands are ever-increasing, it is imperative that you too modify your customer service strategies. Luckily, technology has paved the way to keep up with changing customer satisfaction perspectives by implementing new techniques. In fact, gone are the days of in-store communication, direct mails, the lurking salesman or any other traditional customer service strategies. As a matter of fact, the technology tools you use to communicate with your customers influence the type of experience you create for them. To realize this new level of user engagement via customer service strategies, it is the one-on-one relationship that’s taking the center stage.
Are you on a par with the new customer service efforts for your business?
How customer service strategies improves customer experience
Now, to target the market, unless your business embraces the new technology shift, probably, you are missing out on a sizeable slice of the revenue pie. So, to stay competitive in the business environment, you need to think above and beyond of 21st-century marketing techniques.
Not yet convinced. In order to understand how technology enables anticipating customer needs, below are five significant ways how technology is shaping the modern customer service strategies.
1. Speed up interactions with customer service strategies
Speed and promptness matters! Remember, customers no longer want to wait for problem resolutions. In fact, 80% of customers have stated that they will stop doing business right away due to poor customer service experience. Not only, slow response times hurts your business image but it also kills business profits. This is where technology sets in to facilitate fast response times through client interactions and customer support. Instead of phone conversations that keep a customer on hold, consider live chat that can resolve the issue within seconds. Similarly, customer service strategies such as social media and WhatsApp can solve problems quicker.
2. Customer service strategies facilitate self-service optimization
Did you know that 70% of customers today expect self-service options for handling queries and complaints? Yes, it’s up to the customer to interact with you, how they want, when they want. Hence, giving them this option across all channels can create great customer service experiences. For example, in-store self-checkout lanes, website FAQs that answer simple service questions, online escalation options, chatbot interactions can reduce customer roadblocks instantaneously.
3. Technology maximizes customer engagement
Generic offers and promotions are old school tactics when it comes to customer engagement. Remember, it’s the medium that you communicate through that offers a personalized touch with your brand to spark meaningful interactions. Hence, your customer engagement strategies should involve smarter technology that encourages prospect engagement. Some of the ways through which technology leverages business interactions are:
- digital coupons
- loyalty programs
- messaging platforms such as Snapchat, WhatsApp, Facebook Messenger, and iMessage
- social media networks
4. Best tech service to fix the worst issues
Imagine your customer who runs into a problem with a tech product or the service issue. Obviously, for IT-related issues, he or she will first contact you to resolve the problem. Regardless of the knowledge, they hold about the usage (installation, configuration), they just want you to fix it. Whether you offer over-the-phone or over-the-internet support, what matters is the best customer service experience. Hence, it’s important to offer quality tech support from technical expertise that can answer all the queries.
5. Faster transactions due to improved customer service technology
Technology is changing day-to-day payment transactions. Unlike lengthy cash transactions, consumer business transactions are done in cashless payment mode for real-time payments. Not only does this provide full digital experience to the customers in day to day transactions, but it also simplifies the transaction process. While customers trust these technologies for secured payment and refund systems, this ensures an interconnected customer journey. That is to say if you are considering optimizing your shopper’s experiences, investing in this modern payment and refund system is a smart bet. After all, it’s not just a transaction, it’s a relationship-building with your brand.
If you are a tech-savvy and customer-centric decision-maker, a wealth of customer service success potential lies untapped in building connections with them. The challenge is how well you do you use these technology tools to gain traction and improve customer service experience. Looking for the right customer service tool for your business? Contact us to learn how our automated integrated customer communication program is the right fit for your business and its processes.