Customer service can make or break a business, especially in an era of online reviews and social media. One post about a bad experience with your company can linger online for years, scaring away business and harming the professional reputation you’ve worked so hard to build.
But technology can help businesses, too. A wide variety of tools are available to help businesses manage their customer service, automating processes to prevent calls from falling through the cracks. Here are four tools that can put your business in control of all of its interactions with customers.
Whether a business is handling an occasional call for assistance or hundreds of support requests each day, a ticketing system can help bring it all together. Each call that comes in creates a new ticket that remains open until the issue is resolved to the customer’s satisfaction. The call is routed to the right support representative and escalated as necessary, with each employee logging notes as they work to help the customer. By regularly extracting reports on tickets, a business can pinpoint trends, including specific issues with a product or service, giving it the opportunity to fix those issues.
As your business grows, your website will receive multiple visits each day from customers interested in learning more about your product. The ability to initiate a chat to ask questions can make a big difference to both new visitors and current customers, some of whom feel more comfortable chatting through an online interface than picking up the phone to call. This technology has evolved even further in recent years to allow businesses to initiate a chat with every guest who visits. As a user clicks around your site, an invitation to chat (usually phrased as “How may I help you today?”) can be sent, with the customer opting to either close it or engage in a conversation.
Virtual Call Center
Cloud technology allows businesses to set up an affordable customer service desk online. Representatives no longer have to drive into an office each day to gather in clusters of cubicles. With a virtual call center, each customer service representatives can login from any internet-connected device to begin accepting calls, freeing up businesses to hire employees to work from home. With reporting and call management features, virtual call centers also provide ongoing insight into call volume trends for resource planning purposes.
When a customer has an issue with a product or service your business provides, he can easily blast it across the internet before you’re even aware of it. By setting up Google Alerts for any mention of your brand, you’ll know immediately when you’ve been mentioned on social media or online review sites, giving you the opportunity to engage in damage control before the problem spirals out of control.
Quality customer service is essential to a business’s ongoing success. Thanks to technology, it’s easier than ever to implement and manage high-quality customer service desks. With many of these features coming with built-in reporting tools, you’ll have insight into your customers that will help drive future business decisions, improving your efficiency and keeping you in better contact with the consumers you’re serving.