With the ever-evolving industry in this day and age, various industries have been significantly influenced by technology as well with relation to their operations. The competition, although has been neck and neck ever since, continues to become tighter due to the numerous advancements transpiring, along with the increases in establishments coming into the commerce.
Considering that all businesses have set their goals on increasing their revenues among other growth-related strategies, keeping pace with the newest trends is vital in this undertaking in view of the well-developed era. While situating the target market in the core of the business’ operation, devising a quality, enhanced customer service plays a significant role in the entire picture. Therefore, having knowledge all these is essential, together with the proper utilization for your business to receive promising results.
Here are some modern customer service techniques to aid companies in achieving all their goals.
Modern-day Customer Service Strategies
Back in the day, customers are serviced only within the walls of an actual store. Today, consumers can be virtually everywhere—scrolling through a business’s Facebook account, browsing its website, reading its tweets—all at the same time.
Technology indeed paved the way for new and more convenient shopping channels. While this made shopping more convenient for people, it has made businesses’ customer service aspect more complicated and demanding. This goes without saying that consumers’ standards of customer service have increased significantly in conjunction with these changes, which is why it’s vital for businesses to stay abreast with all modern customer service strategies.
Call Center Support
According to Fonolo, 80% of consumers prefer talking to customer service representatives over the phone, which poses a financial challenge to businesses because such support is expensive to provide, much less sustain.
However, there’s no way around it. Besides, if great phone support is able to drive in more sales and makes it easier for potential customers to inquire about a particular product or service, investing in call center capabilities—whether it’s of the in-house or the outsourced kind—will be well worth it.
The first step in this strategy is to decide whether it’s more practical to build an in-house team of call center personnel or outsource the services to call center providers. Knowing which one is more appropriate and beneficial would entail thorough research and identification of goals.
Live Chat Availability
Real-time online support is said to be an untapped potential for businesses looking to improve their customer service capabilities. According to an article by Jeff Gangemi, published on the TELUS International blog, “more and more companies are using chat for customer service, sales, or both.”
More often than not, customers prefer to talk with someone in real time while doing some online shopping, which live chat support makes possible. With live chat, waiting times are often much shorter than a call center, allowing more immediate access to help, as well as for customers to multitask while on-hold.
While sometimes it’s still more efficient to address particular concerns via telephone, customers with very basic questions need not dial the company hotline, wait for the applicable numeric option spoken by the operator, and risk being on hold for an extended period of time.
Useful Social Media Presence
Businesses are encouraged to take advantage of the advanced capabilities of social media when it comes to servicing customers. In fact, while social media is more popularly known as an effective marketing tool, its potential in customer service has yet to reach great acclaim.
Social media is possibly the most powerful customer service tool there is today, what with the numerous social media platforms available at every business’s disposal. These platforms have pretty much changed the way marketing plans are drafted and executed, which are slowly becoming the standard channels that most business-consumer engagement takes place.
In order to build strong communities among existing and potential customers, businesses should be able to facilitate online interactions and consistently increase active engagement.
For social media to be an effective tool in customer service, businesses must be able to sustain their brand’s community by being active on all social media platforms they choose to utilize. There’s nothing more frustrating for a customer than an unanswered tweet or an ignored Facebook comment.
Excellent Customer Service via Social Media
Applied to the context of customer service, here’s another checklist for businesses looking to engage with customers via social media:
To be navigated efficiently and effectively, most social media platforms would require in-depth training with regards to its features and capabilities.
Identify the most appropriate social media platform for your business
Social media is growing at an unbelievable rate, just as how new platforms are developed daily. This can sometimes be overwhelming, as some companies fall into the rabbit hole of creating an account for every newly discovered social media platform. However, businesses must keep in mind that any social media strategy would only work if the platform involved is relevant and used to its full potential.
Establish an effective workflow
Create a schedule for responding to customers online. This way, monitoring engagement across all social media platforms is easier.
Match employee capabilities with specific social media responsibilities
Decide which employee suits a task best, as well as which platform his/her skills are most applicable.
Monitor engagement and communications
Assess each comment and thoughtfully identify which content drives positive and negative engagement.
Don’t take too long to reply
Most online customers are seeking immediate answers; otherwise they wouldn’t bother putting in effort to visit a particular business’ social media account. As much as possible, Facebook comments, tweets, and other forms of engagement must be responded to immediately.
Customer service requires a perfect balance of skills, capabilities, and abilities to innovate. While there are tried-and-tested approaches when it comes to taking care of particular concerns and handling complicated customer issues and complaints, there’s no single strategy that fits all. Often, strategies get tricky, and all of a sudden what may have worked in the past is proving to be an ineffective process, which could no longer be applied to current situations. In these cases, new methods must be considered while inefficient practices must be debunked. Embracing new tools, investing in new knowledge, and being proactive are necessary for keeping customer service strategies up to par.
Customer standards are changing, which is why it’s important for businesses always to be aware of the latest trends in customer service and to seek continuously ways of improving the way they engage with their community. Businesses must not be afraid to throw away customs, practices, and all things related. They must always be brave enough to adapt to modern times.
Communications between clients and businesses have become much easier through the development of social media networks. With our in-depth knowledge on the processes included in social media, you can earn not only successful transactions, but a more precise system of monitoring and managing of online campaigns, stronger brand loyalty, and generally an improved customer engagement, among others. Learn more!