In order to authentically reconstruct and step up the game of your customer services, you should contemplate and recognize the role that technology plays in advancing your business. And according to IT services companies like Prosyn more companies needs to replace the outdated processes with newly invented mechanisms and practices that incorporate marketing efforts, sales and services.
HOW IS CUSTOMER SERVICE DEFINED?
It is often said “when the customer comes first, the customer will last”. Customer service is a diverse process implemented in order to achieve customer satisfaction and cushion their expectations by all means, keeping the capacity, proficiency, resources and aptitude of the company in consideration.
It is an end to end process which starts as soon as the customer buys your product and lasts till the productivity of the product or till the contract lasts or till the end of product’s life cycle. Therefore, this concept of customer service is the one most widely adopted by companies worldwide.
HOW IS TECHNOLOGY TRANSFORMING YOUR CUSTOMER SERVICES?
Until recently, providing flawless customer service was a monumental challenge for businesses. This is due to limitations in the technology was available in efficiency, connectivity, facilitation and enhanced productivity.
It is imperative that if the companies genuinely want to flourish, they will need to work towards the success of the customer.
In the past, companies were unaware and naïve as far as customer services were concerned. They would remain disconnected from the product as well as the customers. But now with the advancements and progressions in the field of technology, it has become a piece of cake to stay connected with the customer as businesses have access to all sorts of information and they stay conscious of how the product is being used or what is the performance of the product in return.
Now, the companies do not only tend to manufacture, market, auction and ship. But they provide lifelong services to operate, optimize, troubleshoot and obtain better end results as well.
Maintaining a happy customer comes with the biggest and the most benefitting options and can win you a clear competitive advantage. In order to achieve customer retention, it is vital for a business owner to understand the requirements of changing technologies that may cater to customer needs, the need to tailor new business processes and in the end work towards the enhancement of your business.
CUSTOMER SERVICE TECHNOLOGY
Following are some basic ways of how information technology is helping commercial ventures to upgrade their customer services and providing a next level of ease to them to gain their loyalty.
Websites: One immediately looks for a business’s website if ever they come across a hiccup in operating the product. This aspect also has been made easier by the implementation of certain information technology techniques. Like constructing such efficient websites that all the firsthand information is present on their website. From having a designated portion of FAQs to sections how to troubleshoot if encountered by a technical glitch.
Email: Emails have gained immense popularity in the world of customer services. This provides an immediate support system when a complaint is registered by the client by either responding back through the email only or as per the requirement of the encountered issue.
Communications: Keeping all forms of communications in sync in order to be aware of the complaints launched by a customer via different mediums. This involves all communication channels such as email, phone calls, and physical complaints at the office etc.
Support through software: There are several customer relationship software’s out there that omit the gaps between the business owner and the customer due to immediate access to the data and other information. Customer relationship management software is one such of its kind.
CUSOMER SERVICE- WHERE YOU CARE ENOUGH TO SEND THE VERY BEST
The goal of your business in terms of customer services is to attain loyalty, which you can accomplish only by providing untiring support, quality products and convenient services to the customers.
As technology is advancing every single day, so are the dynamics of customer service. The channels of information technology through which businesses can keep track of their customer needs have drastically evolved; some of them are defined below:
Data management and analytics: Information technology has progressed to the extent that customer’s data is readily available and just a click away. It can be analyzed by business owners to study and understand their preferences.
Automation: Besides having several other advantages of information technology, automation is something that has made life easier. It has decreased the requirement of man power as well as has intensified and escalated the rate of efficiency to streamline and automate business processes to cater the needs of a customer. This results in drastic cost reduction and better end results.
Common use of self- service optimization: Whenever a customer encounters a problem, his first reaction is to call or contact you one way or the other, but at times, it’s just a matter of impatience or fear of things going beyond control. As some of the issues can be taken cared without the intervention of your company, it is important if you educate your customer on how to utilize your user friendly and accessible IVR- a call back service from a live agent after receiving a complaint, user manuals or FAQs sections.
Workforce effectiveness: There are several ways being invented to gear up your staff to make use of technology and serve your customer in better ways by giving out trainings and conducting seminars etc.
Social Media Presence: Social media is the best thing that has happened to the business world, or is it? It depends on how you choose to use it. It has actually given you a super cost-effective way of keeping in direct touch you’re your client on a 24//7 basis. If there is any maintenance downtime on your products, inform your entire client base with one published post. Not only that, a strong social media presence allows you to engage with your customer and share relevant information via blog posts, how to guides and videos, webinars, podcasts and info graphics.