Nowadays, customer service is part of your brand image and even one bad experience can turn a loyal customer to the competition. Plus, in an accelerating world, people don’t have the patience (or time) to wait for a reply. It’s a now or never type of situation.
Luckily, technology has a few amazing solutions businesses can use to keep up with the times and make sure they offer the best possible customer experience. In this article, we’ll explore three tech solutions that most businesses use and recommend when it comes to customer service.
1. Intelligent Chatbots
Intelligent chatbots are extremely common on websites, online banking services, and even some mobile apps. Their job is to observe users’ behavior and learn from it so they can constantly improve their service.
In short, chatbots are powerful pieces of AI-based code that can help businesses save money, reduce the workload on customer service staff and improve the customer experience. And many customers love them because, even though they are talking to a piece of software, the conversation is flowing and they receive answers in the blink of an eye.
True, chatbots can’t provide answers to more complex issues, but they solve at least half of the inquiries coming from clients and leads. Plus, chatbots don’t need to take time off, so you can offer support at any time during the day and night, all year long.
With chatbots, you can really see that innovation in technology changed how we do business, but it also allowed businesses to expand into new markets and improve services. And, as they learn more about your customer base, it will be easier to assign some of the more complex tasks to them.
2. Call Recorder Apps
A recent Hubspot survey found out that nearly 50% of the people they questioned don’t shy away from sharing their interactions with customer service on social media (good or bad).
This shows that customers today are not afraid to call out the brands and companies that have bad customer service. Also, they don’t abstain from praising a really good experience.
So, to avoid learning from social media that your customer service staff is subpar, it’s best to have a monitoring system, where every interaction with clients and leads stays on the record. For this, you’ll need to browse the best call recorder apps and find the one that works for your needs.
But a call recorder app is not just to monitor your employees. It’s also a source of knowledge and a support system for your business. By listening to previous interactions with customers, you can identify patterns and understand what your main audience is looking for in your products or services.
3. Help Desk Software
Regardless of size and number of customers, most businesses need some type of help desk software to keep things organized. This tool is specially created to keep track and manage customer complaints, questions, and requests without requiring much human supervision.
Once a ticket is registered into the system, it will be analyzed and sent to the people or departments that can provide insight into the matter. Plus, help desk software tools often come with additional features such as live chat or a knowledge base where you can create a well-equipped FAQ section.
Also, the help desk platform can connect with various communication channels (email, phone, chat, social media) and keep things consistent for your customers. Plus, by having a centralized database for all customer service-related issues, you make sure nothing slips through the cracks (which often makes customers or leads incredibly frustrated).
Wrap Up
Intelligent chatbots, call recorder apps, and help desk software tools are just a few of the amazing tech solutions out there. But, if you’re looking to get your customer service off the ground, these three are some of the best solutions (even for startups).
Once you have a solid foundation, you can think about how to add more and improve your support systems.
