What makes a business successful? Of course, there are several possible answers to this question, but one of the most important is the quality of its customer service. Building strong customer relationships results in loyal customers who will buy from a business time and time again and recommend their product or service to others. That positivity feeds directly into brand awareness and, crucially, the bottom line.
While all that was expected of a business was a customer support telephone number in the past, the evolution of technology has raised the bar in terms of what your customers expect. However, when used in the right way, technology can be a low-cost and effective tool for any size of business.
Here are 4 ways that technology can enhance customer service levels in your business.
- Improved communication
Businesses need to stay in regular communication with their customers. This might include informing customers about important changes in how the business operates, announcing the launch of a new product, or letting customers know that you are running a special promotion. Regular communication helps to maintain your brand’s presence in your customers’ minds, so even if they do not plan to buy from you today, you will be top of their list when the time comes. It also shows your customers that you value your relationship with them, especially if you use technology to communicate information that may help, inform, or entertain them.
Technology that can help to improve your communication might include email marketing campaigns, social media posts, advertisements, or even bulk SMS marketing with boomerangmessaging.com.
- More regular feedback
Customer feedback, whether negative or positive, is vital to a business’ development and success. Giving your customers multiple channels for communication makes it much easier to get regular feedback about what you are doing well and what could be improved. They may also ask questions that lead to further product development and improvement. Emails, text messages, social media, and website inquiry forms/contact us pages and chatbots enable your customers to get the answers they need more efficiently and at a lower cost to your company. However, one fantastic tool that businesses should be using is interactive surveys. These allow companies to qualify the customer experience more deeply. For example, when you provide an answer to one question, it changes the next question you receive from the customer. This can enable you to gain accurate feedback and create a seamless journey on whatever their preferred communication method is.
Offering your customers multiple contact options also enables them to contact you most conveniently to them.
- Enhanced customer relationship management
If your business does not have a customer service management software program, it is time to give the issue some serious consideration. A CRM platform will track, record, and analyze every customer interaction from queries to complaints and keep a log of their buying history. The resulting data and customer feedback give your business essential information that can shape your future strategy to ensure you are delivering a high-quality service. For example, each time a customer contacts you, your staff will view past interactions and communication that enables them to deliver a more personalized service and avoid the need for customers to repeat themselves to multiple people. CRM data can also inform the types of products and services you offer and how you market them. Head over to TechRadar for the best CRM software. However, when used in the right way like how BPO in the Philippines do, technology can be a low-cost and effective tool for any size of business.
- Reduced costs and greater efficiency
Finally, technology also has the potential to streamline your processes and make better use of your staff’s time. For example, when staff is not spending as much time fielding customer queries, you may reduce or redirect their time to a task that would be more beneficial to the company’s productivity and development. By cutting costs and increasing productivity, you could save money and offer more competitive pricing on your products or services.