The success of business mostly depends on its ability to provide excellent customer service. In today’s competitive world, the way you treat your clients dictates how much activity you will have. Many companies have had trouble in the customer service sector, but thankfully technology is making things easier. Here are five ways technology is changing customer service:
Giving control to the client
Technology has enabled companies to empower clients. Nowadays, clients have expectations about how they should be treated. Customers have become more demanding, but technology has allowed companies to meet their expectations by all means. In the past, customers did not have a choice when they got poor customer service. The incorporation of technology has enabled clients to access a global marketplace. The moment one company offers poor customer service, the clients switch to the competitors. Since competition has become stiff, other companies are going the extra mile to provide social media customer service.
A few years ago, many companies used to get away with poor customer service only because they offer superior products or services. Nowadays, clients have become wise because they can get excellent customer service and at the same time great product or service. Today, when you are running a business, offering a great customer experience is a must. Technology is encouraging key performance indicators, which is essential in creating a client-centric approach. With the help of big data and analytic information gotten from different applications, companies can quickly gain access to key performance indicators. Such knowledge helps the company to hold everybody in all positions accountable in case any client does not get superior customer service.
The opening of different communication channels
Now that businesses have so many ways of communicating with their clients, there is no excuse for poor communication. The good thing about having different forms of technology is that you can interact with all your clients using their preferred methods of communication. For example, the older generation prefers communicating using email and SMS. However, the young people prefer active connection using social media platforms like Whatsapp, Facebook, and Twitter, and since many clients prefer live chats, technology has also made that possible. Additionally, creating a blog for your website can help you to connect with your customers and answer common questions before they even know how to ask it.
Operating with a 9 to 5 customer service will make your business fall behind. Nowadays, businesses can be online for 24 hours. Therefore, if you want your business to stand out, you need to utilize this service. Companies can also be available for their clients anywhere and anytime by making use of all communication channels. Give your clients the opportunity to talk to you any time of the day. Few businesses give their customers such freedom. An excellent example of a service you can offer your clients is guest printing. As long as your client has a gadget that can connect to the internet, he or she can be able to print whatever they want from the comfort of their homes.
Most clients get frustrated with the customer service they receive from most companies because they feel like the representatives do not understand their needs. The truth of the matter is that the representatives are doing their job. Fortunately, due to technology, companies can change their policies to offer their clients the empathy they need.
To be able to have the edge over your competitors, try and incorporate technology into your customer service campaign.