In this modern age, customers expect fast service and instant results. Technology has increased our ability to connect with each other and has made it possible to complete a huge number of tasks rapidly. For this reason, the tried and tested methods of business management are quickly being replaced by new technology, wealth management software and a host of other online processes. Technology can really help your business to grow, especially if it’s used to improve customer service.
Increasing numbers of businesses are introducing chatbots onto their websites. These AI tools are most commonly used to resolve customer queries or to help customers locate items on the website. As more people use the internet, this has become a preferred method for customers to seek advice because it is quick and easy to do on the move. The only downside to chatbots is that, at the moment, they have limited capability and may not be able to answer complex questions so, at some point, human intervention is still required.
It has become almost essential for businesses to have a strong social media presence. Most businesses use social media for marketing and branding purposes, they develop a unique voice and engaging content to increase customer engagement. However, social media can also be useful for improving customer service. Ensuring that you have confident and knowledgeable staff on hand to answer any customer queries received through social channels will create a good impression to customers. At the end of the day, all customers want is a quick and helpful response to their query. If you can deliver this, you may have gained yourself a loyal customer.
Customer Relationship Management (CRM) Software
If your business needs a way to optimise their customer management, CRM software can transform the way you process and deal with customer relationships and data. CRM software will help you to drive towards your goals and targets, particularly where sales and profits are concerned. By keeping track of every customer, and potential customer, interaction you’ll have the most up-to-date information possible. The software can also be used to help make interactions more personal, for example you could keep track of a customer’s preferences or order cycle so you’re able to reach out to them when they’re due to place another order.
Something many businesses are focussing on is improving their websites. By providing customers with the information they need to solve their own problems, you are saving your customers time and effort. There are several ways you can optimise your website for usability but one of the most straightforward ways to improve customer service is to add an ‘FAQ’ page where customers can find the answers they need.
The main benefit of these customer service technologies is that they offer increased access to help. In the past, customers could only call within working hours. A chatbot can be online answering basic customer questions 24 hours a day, 7 days a week which means that people no longer have to wait to get their problems resolved. Given the public nature of social media complaints, it’s actually in the interest of your business’s reputation to deal with problems quickly and efficiently online.