People tend to notice what communications enable them to do rather than how it is delivered. But that’s okay, unless you are a customer service manager. Then it’s your prerogative to ensure communication services are used as a customer service enabler.
People tend to notice what communications enable them to do rather than how it is delivered. But that’s okay, unless you are a customer service manager. Then it’s your prerogative to ensure communication services are used as a customer service enabler. To foster an exceptional customer service, businesses are embarking on a digital migration journey aligned to a sound customer experience strategy, which is backed by communication technologies. In this realm, businesses can use technologies such as mobility, social media, cloud computing, big data and voice platforms and with them, the opportunity to refine processes and strategies. So exactly how does this work and how can you cater for this environment?
Communication technologies take the lead for a seamless customer service
Customers want access to information, it’s as simple as that. Digital customers, in particular, expect real-time access to information instead of waiting for an organisation to be open for the business to provide it. It’s for this reason that customers will visit a website after working hours to gain a greater insight into the products or services on offer. Businesses need to be on point with their client’s interactions and respond immediately on different platforms, be they social media, an SMS, email or a phone call. And not just any type of interaction will do, customers expect a personalised experience. This is where businesses will use data gathered from previous encounters to be used as a guideline.
For instance, with caller line identification on our voice platform, you can gather information on customers to better serve them and to create a personalised response. To better understand your customer’s needs, you can use our Hosted Call Recording service that accurately stores calls made over our voice platform for a defined period. You’ll be able to search for, retrieve, and listen to these calls.
If a client contacts the company where the customer service software platforms are integrated, employees can quickly access their details, check previous interactions and update the system with new information. Unlike an outdated phone system, your employees will have all the relevant client information at their fingertips and can swiftly serve the caller and reduce the complaint time.
Businesses should not overlook the link between omnipresence and customer service in which a customer can choose how to communicate with your business using one of several touchpoints, with the quality of these channels remaining consistent throughout. If introduced properly, an omnichannel approach will provide businesses with contextual and situational awareness and insight. This means knowing that a client is viewing a product page on your website for 10 minutes, directly after an agent has contacted them. A 360-degree customer view will build a foundation for genuine engagement.
The digital customer expects your company to proactively monitor their experiences with your business and to notify them of any products they are interested in. Once again, this requires you to know your customer inside out. Once you have that information, you need to choose the correct platform to take this to the next level. There is no need to search too far, we have a variety of platforms to choose from. If you need a little more help, read our Step-by-step guide to improving communications in the workplace.
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