Technology can help you provide better customer service in many ways. It can make for easier communication, better knowledge sharing across your organisation, and also as a way to keep customers informed on topics that they’re interested in. To give you some inspiration, here’s some of the ways you can use technology in customer service.
Communication
Technology can make it easier for your customers to contact you, for you to offer more service, and for you to reach your customers in the ways that they are most likely to engage with.
Social Media
You can use social media to make it easier for customers to contact you at times and in ways that are most convenient for them. Make sure you have staff monitoring for mentions of your brand and give them the ability to act quickly to resolve issues as soon as possible.
VOIP and other Telephony Services
VOIP systems allow you to use remote staff to work during your downtime and therefore offer extended service hours. You can hire staff in different time zones as well as allowing people to work from home. Even as a soloist you can take advantage of services such as Skype or use features provided by your telephone provider to transfer incoming calls from your office to your mobile so you can take calls while you’re out of the office.
Broadcast Media
Use your email lists, SMS marketing and customised groups on social media to share important information with customers in the way they prefer to be contacted rather than what works for you. Your customers are far more likely to engage with your message if they’re receiving it via their preferred channel. It might take a bit longer to set up these groups in the first place, but once they are done more people will actually be paying attention to your message rather than ignoring it.
Information Sharing
Technology makes it much easier to share information within your organisation and with your customers. By sharing customer information across the business it means you can offer a higher and more personalised level of service without having to make a customer go through several points of contact to answer their questions.
CRMs
A good CRM will allow you to keep track of interactions with customers even when you’re out of the office. You should be able to BCC all emails between staff and customers to the CRM and make note of all phone calls. Then when a customer has an enquiry, you can easily see what communications have happened so far. It also allows you to add an extra touch of personalisation by knowing if it’s your customers’ birthday, if they have previously shown a preference for a certain type of product or service and anything else relevant to their account with you.
Knowledge Bases, FAQ
A knowledge base lets you share information throughout the company. So when a customer rings with a problem, if something similar has occurred in the past you can see the solution and resolve it quickly, or it makes you aware that there is an issue that needs resolution. Then, your knowledge base can be used to compile a FAQ which you can link to on your website, social media channels and via an app. Then customers who want to can have a look and solve their own problems without tying up your customer service lines.
Website
Your website is not only a sales tool; it can also be a customer service tool. You can create self-service portals, display a FAQ or troubleshooting tips, offer chat services or “ask an expert” and use your blog to give customers tips and information on your industry. Make sure your social media accounts all link back to your website and that your website always has up-to-date information and is super-easy to navigate and your customers will get used to heading there whenever they need information.
Keep Customers Informed
You can use technology to keep customers informed of changes in your business, your industry and in your local area. By regularly updating your customers on things they need to know you can become their go-to business.
Email Newsletters, Email or SMS Blasts
Use your email list to keep your customers updated to changes and events within your business and industry. Not only that, but you can keep customers updated of anything that can impact on them. For example, if you run a restaurant and there’s going to be a major traffic hazard like a road being closed for a special event or a local carpark will be having a special on parking – email or text the customers who have bookings within that period to give them a heads up. Also include that information in your regular newsletter, social media pages and blog posts if applicable. The extra level of service goes a long way towards generating good opinion and really doesn’t cost much to implement.
Mobile Apps
Depending on the nature of your business, you may find it worthwhile to get a mobile app developed that your customers can download to their phones and tablets to allow self-service, tracking or product searching and selection. By offering something which provides a valuable service and links back to your business you might find you’re effectively cutting out your competition, and definitely developing the customer mindset that your business is the one to come to when they need help.
Websites
Again, by having a well written and regularly updated blog and FAQ on your website, your customers can be reminded that you’re the go to people in your industry. Make sure that your website is easily updated, and that there are easy to find contact methods including a chat box if appropriate. It’s worth having a fairly prominent updates or news section where you can share any important news as it occurs. You also need to be mindful of your websites downtimes and if there is a problem you should make sure that your social media feeds are regularly updated so that people know what’s happening. Lack of knowledge is one of the most frustrating things for customers and although you might be focussed on fixing the problem, leaving your customers in the dark while you’re working on it will only result in upset customers and negative social media conversations which you won’t even know about until later. You may find the best solution for you is to use social media platforms to share updates, and share the feeds on your website.
Self-service Portals
Allowing your customers to help themselves puts the ball firmly in their court. They can do what they want when they want and at a time that’s convenient for them. There’s also a good chance that they’ll have a bit of a look around and may end up buying other products or services down the line. If you are going to offer self-service portals make sure to offer an easy way for customers to get help. Even if it’s an email contact form with an auto responder that gives a reference number and a guide on when they can expect a response from you, having the ability to ask for help is essential to making sure they feel welcome.
So that’s some of the ways technology can help you to offer a higher level of customer service. Technology is always changing so quickly it might feel like it’s impossible to keep up with the latest changes. The thing to remember is that the basis of customer service is good value and friendly service so you need only adopt the methods that suit you and your business.
