Customer service is essential for a B2C company. If you have good customer service, you can guarantee that the consumer will return. Thanks to technology, customer service is far easier for a company that deals with customers every day.
If you own a company and customer service has been letting you down recently, there are many ways to improve. Let’s look at how technology can impact your company in the future.
Face-to-face customer service is essential when it comes to working with customers. People would much rather deal with someone in person than over the phone, especially if it is to do with their banking and other personal accounts.
Although people like to communicate in person, face-to-face video calls are becoming more popular with customer service. Sometimes, meeting in person isn’t possible which is why face-to-face video calls are a great way to deal with your customers. Furthermore, companies can leave video voicemails for customers as they work with the current issues.
Sometimes, things can’t be resolved there and then. It may require more time to solve the issues. If that is the case, the person dealing with that customer when dealing with the situation. That way, the customer can get back to the customer whenever they need to.
Omni-Channel is essential when it comes to customer service. Some customers may prefer communication over a telephone call. Others would communicate over a video call and some prefer email.
The digital world is very advanced and thanks to this, we can communicate through different channels. A good example is a customer being able to communicate through a social media platform. If the issue can’t be resolved through social media, it can be transferred to something higher up in the company on a more professional platform.
There will only be benefits that come with an omnichannel customer service experience. However, you must recruit more people to work on your customer service. It is a costly investment but will benefit your company in the long run.
Email is slowly being phased out with customer service which is why you need to adapt. For example, Facebook Messenger is a common platform for eCommerce businesses to interact with customers. We must admit, it is a simple platform to use and doesn’t require any additional funds for your company. All you need is someone to respond to your customers to be on Facebook all day and deal with their issues.
The problem with emailing is that it is a long process. A customer can lose an email or it might go into their spam. People want their issues fixed as soon as possible rather than it being dealt with later on. That is why people prefer speaking to customer service over the phone.
Remote work is becoming more popular and should be with your customer service team. The costs of renting an office all year round can be expensive, not to mention the bills you would have to pay. All of this can add up when it is no longer necessary.
Something like customer service no longer needs an office. There are so many platforms that people can use to keep in touch with their employees. Platforms like Google Chat and Teams are great for communicating with your employees. Therefore, customer service can be done at home.
All you need is a system where customers can reach out to you. That could be Facebook Messenger, a company phone and many other platforms. That is why your business should move if you are paying extortionate prices to keep running an office.
Since customer service has become more digital and has less telephone support, training can be more personalised. Originally people were taught how to deal with customers over the phone.
People who require more training for understanding the product will receive it. However, other people will receive more training on how to use the tools they need. The rest of the employees will be trained to improve their communication skills with customers.
Customer service is essential for a business to be successful. As a business owner, you should look at all different methods of communication with your customers. No matter what type of your business you are. You could be a company for a menswear brand, blind fitter, computer tech specialist or construction plant hire business. All of these businesses would require some form of customer service to ensure their customers are satisfied with the service or product.
