Customer service is a critical aspect of any business’s brand; in today’s market, where 81% of customers will use “a positive customer service experience” as a motivator for repeat business, having excellent service helps you retain customers and build loyalty, while the opposite can drive people away and have a negative impact on your organization’s reputation.
Thankfully, there are many ways you can use digital tools and technology to make sure your customers receive great customer service when they interact with your company.
Here are 5 ways to improve customer service with technology:
1. Utilize customer relationship management (CRM) software
CRM software is a highly efficient tool you can use to manage your customers’ information, providing you with insights that explain how they interact with your business. With a CRM platform, your organization can gather and keep track of peoples’ preferences and customer contact details, allowing you to monitor the customer journey and offer personalized experiences that are relevant to the right people.
Whether you have a customer service team or your customers contact you directly, speed and accuracy are essential in maintaining good customer service. CRM platforms consolidate customer service data, making everything accessible with just a few clicks. With CRM software, you can improve your organization’s bottom line and secure customer loyalty.
2. Maintain a social media presence
Social media is fundamental to a company’s digital framework. Without a healthy online presence, your business risks cutting itself off from new audiences and customer experiences.
Social media marketing can help you improve your organization’s customer service in the following ways:
By widening your company’s online presence and making your business accessible 24/7/365, you can be more responsive to your customers’ needs and resolve their issues at faster rates.
3. Invest in chatbots
Chatbots are programs that can replicate and carry human conversations, often used by organizations to handle inquiries quickly and efficiently. By using chatbots, companies can save time and energy while still providing a high level of customer service.
Chatbots can be used to handle simple inquiries and serve as your organization’s first point of contact for customers. They are also available round the clock, so they can help your customers even outside of your normal business hours.
Automating a section of your company’s customer service is a simple and effective way to ease the strain on your customer service team members. It gives them the opportunity to focus on complicated issues that require the empathy, creative thinking, and problem-solving skills that only humans can offer.
4. Use cloud technology
Cloud technology covers a broad range of services and platforms that allow employees to access their company’s data and programs from anywhere, using any device that leverages an Internet connection. For customer service, the cloud can cover the specific programs that your business uses to power its customer service initiatives.
Cloud tools and technology can improve your business’s customer service by providing a more efficient way for you to securely manage and store customer data. With the help of cloud-based applications and services, businesses can streamline their data management processes.
Additionally, cloud computing can also help businesses improve their customer service by giving their team the ability to quickly and easily access customer data and records at any time. Remote and hybrid work is popular nowadays, and with cloud technology supporting your service processes, your business can continue its operations and respond to customers’ inquiries no matter the changes in your company’s direction.
5. Deploy a mobile application
Today’s customers value the convenience of technology devices, and your business should be prioritizing efforts to bring your services and products to those tools. According to American Express by way of Medium, “[o]ver 60% of US consumers” would rather turn to automated self-service solutions—including mobile apps—for simple inquiries. This indicates that autonomy is a valuable feature for your customer service operations, as your customers want to complete run-of-the-mill tasks without the need for a human agent.
A mobile app can rework your company’s offerings and make them accessible to customers whenever they need them. An app can provide people with the information they need to solve their problems quickly while still offering them peace of mind knowing that they have direct access to a customer service representative if needed.
Mobile apps can also collect data from customers—they can help you understand peoples’ needs, improve your team’s customer service skills, and collect customer feedback.
Improve your customer service with an experienced IT business consultant
Exceptional customer service boosts brand loyalty and keeps your business competitive and in tune with your customers. From cloud technology to social media, the digital space has the solutions and practices you need to meet your customers’ changing needs and expectations.
A part of a leading business technology and IT consulting firm, an IT business consultant from IT Gurus has the skills and expertise to install and manage technologies that will enhance your customer service efforts. Reach out to the IT Gurus’ team today to see how your organization can boost its customer satisfaction rates and develop long-term partnerships with your customers.