Customer service is an incredibly complex component to get right. There are a lot of challenges when it comes to delivering great customer service and businesses can lose a lot of money and, of course, customers if they deliver poor customer service. When customers have one negative experience, statistics show that 32% of those customers will never come back to you. This is why you need the right tools to deliver great customer service, including the following.
Phone Software
While a lot of customers are happy to contact you online, there are still so many people that need the solution resolved instantly over the phone. And this is why phone software can improve the customer’s experience, but also benefit you. Private Branch Exchange systems, also known as PBX systems, can be beneficial to help customers when they are on hold but also ensure that you are keeping track of every single customer in the call queue.
Live Chat Software
People want to go online because it makes life easier for them. Chat software is beneficial for the user experience, and not just because you can engage with a customer or respond with the relevant support, but you can also help your business to maintain high levels of customer support by implementing chatbots. A chatbot can help with approximately 80% of queries as many customer issues revolve around the same types of problems. A chatbot that comes pre-loaded with relevant resources and responses means that you are able to reduce your customer service agents and focus on more pressing matters. In addition, you could also incorporate an FAQ section. Because customers need to access certain information quickly, a comprehensive FAQ section can make a massive difference.
An Online Community
Communication is vital and unfortunately, many people also like to share their experiences, no matter how bad it is. This is something that you can do to help manage customer expectations. You could create an online community platform for your brand and have customers interact. Naturally, this is a logical step from social media, but you can use this to your benefit by actually encouraging self-service and getting great feedback.
Incident Communication Software
Something that we cannot ignore is if a customer uses your website and it doesn’t work. These types of situations can be a big disaster, and by informing users of downtime or any potential problems, such as if you suffered a data breach, you can turn a bad customer situation into something far more memorable. Managing incidents are so important, and if you can communicate real-time statuses to your users, it’s going to increase that level of communication while also keeping customers on side.
A customer’s experience will have a big impact on how you are perceived. It’s so important to have a well-structured customer service plan, but without the right tools, you may find yourself struggling to get ahead. Customer service is the most important part when you are dealing with incidents but also promoting your company, so ensure that you have the right tools at the very outset.
