Customer service is one of the most important links in your business chain. However just having a customer service team and contact centre is no longer enough. Providing the best customer service will stand your business in good stead, keep you in your customers’ good books and improve their loyalty to you. With technology dominating business process management, there are a few tech-based communication practices vital to any contact centre in order to provide that top-class service. Written in collaboration with Merchants, here are a few of the top tech-based practices to improve your customer service:
- Social Media
In an age where most shoppers use social media, it’s clear that they’re comfortable and confident communicating with brands. According to a study by Ornico and World Wide Worx, 16 million South Africans currently use Facebook alone. So if your business is not offering the right support via social media, now is the time to do so. Place your best customer service agents who have been trained to show empathy and an engaging tone in 140 character or less onto your various social platforms, to respond to customers quickly and professionally. Whether customers are in contact with you via the messenger feature, or through a post, they want to be greeted with a timeous response. It is also advised to give each agent a response template that they are able pick relevant responses from. In this way, they can be fully prepared for any queries that come their way.
Consumers want real-time answers to concerns and queries, no matter the time of day. Customer service can become a 24-hour service with the use of chatbots, and your business can be available to customers whenever they need assistance. A chatbot is a computer programme designed to converse with customers in a personal manner, whether on social media or via a website request. Businesses can now provide personalised assistance at any time of the day or night, reducing any frustration a customer might feel while waiting for an answer if your call line is very busy. Investing in this technology may seem like a big process to begin with, but being available to your customers all the time will give your business the advantage.
- Automated updates
Consumers like to stay informed and, if your business provides delivery of products for example, your customers will want to know exactly where their products are and when they’ll be delivered. Automated emails and sms’s are the most efficient way to keep your customers aware of the delivery process and when they can expect to receive their goods. With just over half the world’s population utilising an email account, this is an efficient way to keep your customers informed. This provides a superior customer service over and above the timely delivery of goods, and can be set up easily once you have a customer’s contact details.
- Mobile service
With 18 million smartphone users in South Africa in 2017, mobile is the way forward. Apps now have the ability to provide excellent customer service and you should take advantage of it. Offering customers the ability to get in touch with you via your mobile app helps them attain information easily, quickly, and on the go without the hassle of having to call or email. Think of your app as an extension of your website just on a smaller screen and more to the point. Consumers today prefer not to pick up the phone, and being able to chat to an agent via an app on their mobile device will increase their support in your brand.
Customers expect a faster, more efficient service today than ever before. Getting your customer service team to embrace the tech-based practices of social media, chatbots, automated communication and mobile will provide a more seamless and efficient service.