It’s 2020, and every customer wants more than just a great product.
A study reports that more than half of the Americans drop a purchase decision when they find out about a brand’s poor customer service.
Clearly, the future of customer service is here (just as it should be).
And, so, this is the time when companies start upgrading their age-old customer service process. How? Well, here are four upgrades that can help.
1. Chatbots
Who hasn’t seen chatbots on a website or the other? You can find them on most websites these days. And why not? They are simple to set up. Super-easy to use. And really helpful for an audience that needs help; right away.
But are you using them too?
Well, if you aren’t, it’s time when you start off.
All you need to do is connect with your developer and make your ask. They may already have a design. And if not, you can help them come up with one.
Just make sure, it’s simple, helpful and doesn’t hinder other on-page elements.
2. Advanced Business Telephone Systems
Gone are the days when users were “okay” waiting for anywhere between 10 minutes to an hour in an on-call queue. Now, they want easier alternatives.
That’s why a conventional business phone system may not be enough. So, step up and invest in advanced business communication and telephone systems. Companies from BPOs in the Philippines benefit from this kind of advanced systems to deliver fast and efficient service.
These devices offer multiple line features allowing your executives to help several customers at once.
Plus, the modern equipment is rich with easy call recording, transfer, music on hold, call logging and several other features that may also help other processes in your organization.
So, drop the conventional telephone systems. Get in touch with a good advanced business communication system company like Criterion Systems.
3. Social Media
The world on the wide web is using social media in full swing.
In fact, a 2019 study shows that in 2019, nearly 98 percent of Internet users visited a social media platform. And 83 percent of them actively engaged as well.
It’s clear. Ignoring social media as a customer service channel isn’t a good idea.
So, work it up. Train your team adequately so they can efficiently handle service requests from this additional channel.
This will also make life easier for your employees, providing customer service through other channels.
4. Using Machine Learning and Data Science
Remember the chatbots that we talked about in the first section? (Of course, you do.) Well, the idea is a product of this concept.
But is that it? No. It won’t be wrong to say that machine learning and data science are the ultimate tools for automating nearly all customer service processes.
How?
Let’s take an example of understanding how machine learning works.
So, you and several other users visit a website and send a message using its chatbot. Now in the backend of this chatbot, this user data is analyzed and stored for future purposes.
Basically, the chatbot is using machine learning to acquire data about user behaviour. And this will be used for sending responses the next time a visitor uses the chatbot.
And this works the same way for all other processes.
Question: How else can you use it?
Based on user behaviours and pattern observations, you can use this technique to predict trends in your customer service process.
Final words
As customer satisfaction is gaining importance, brands have started feeling the need for developing a smooth and helpful service process. And in this post, we talked about four such techniques that help achieve the same.
Hopefully, this was helpful.
