Businesses are full of a ton of moving parts. There a lot of things that go into helping you be successful. One of the most underrated aspects of business success is customer service. You can have a great product and a good price point, but without solid service and a respectful staff, you will have a hard time getting repeat customers.
Consumers want and expect a good customer service experience. This is quickly becoming a huge brand differentiator. If you can answer customer questions quickly and efficiently and help them with their problems, you are well on your way to having a successful business. With that in mind, this article is going to look at a few modern tools to help you take your customer service to the next level as a company.
Live Chat and Chatbot
Gone are the days where waiting on hold for hours or waiting days to hear back from a company is acceptable. People want assistance immediately and that is all a part of our “right now” society. As a result, your company should be using a live chat function to answer customer questions. A live chat will allow your service experts to quickly and accurately provide feedback and assistance.
Almost everyone that uses a live chat functionality feel satisfied with the experience. Thus, implementing this feature is a great way to better your customer service. In addition to live chats, some companies are opting to use chatbots, which are AI powered robots that can answer certain customer questions and point them in the right direct. While these aren’t incredibly common and aren’t too robust now, it is exciting to see what they will be able to accomplish in the future.
Remote Administration Tool
One of the toughest aspects for many in customer service is walking people through solutions. While some will be able to understand and follow your explanation, others will struggle and simply won’t be able to. It can be a nightmare trying to fix their issue via phone call, email or live chat. In order to combat this, many customer service teams will use a remote administration tool.
These tools can give you full access of a customer’s computer and desktop, remotely. This will let you quickly and easily fix their problem and show them how to do it, on their own computer. It can be a lot quicker, more efficient and more effective way to fix technical issues that customers are having with technology, software or anything in between.
In addition to being able to remotely manage systems, many of these solutions will be able to help you remotely change user accounts, reset passwords and more. Now, while many remote administration tools are used legitimately, they can also be used by hackers and data thieves, so be careful.
Customer-Relationship Management Software
The customer service experience for customers begins the second you connect with them as a potential customer. So it is important to manage them correctly to not only convert them to a true customer, but to ensure they think highly of your company and will return. However, managing all of these customers is tough if you do it manually, but thankfully CRM (customer-relationship management) software exists.
It can automate the whole process and keep customer details and prospects managed. Using software like this allows you to connect with each client individually and makes them feel more like a person and less like a number or purely a sale. You can personalize the experience in many ways, follow up with them through the sales cycle and more.
Using the tools that we have mentioned can play a huge role in improving the customer service experience at any business.