Customer service is a significant part of any business. Every member of a business or company has to provide the customer with the best services since customers are the backbone of a stable revenue stream.
Research shows that when customers receive excellent service, they are more likely to tell more people and thus help to spread a positive word. On the other hand, lousy service leads to negative feedback, eventually destroying a company’s reputation.
Additionally, with saturation in the market space, it has become even more necessary to maintain a healthy customer base. Without loyal customers, it can be difficult for a business to compete with its rivals. To sustain a loyal customer base, you must have satisfied customers willing to give their money to you repeatedly.
Making your company customer-centric can be a great way to improve customer service. One may perceive that it costs companies a lot to be customer-centric. However, it is not the case.
Technology can help in countless ways in providing your customers with a good experience and service par excellence. Here is a list of 10 tech-savvy ways to help your business in improving customer service.
Deploy CRM and ERP
Customer Relationship Management (CRM) and Enterprise Resource Planning (ERP) are different concepts but complement each other. Both of these technologies help business managers and sales teams in driving profitability. CRM helps acquire and retain customers by storing their information.
In contrast, ERP provides a unified database for operational and financial data within the company. Hence ERP systems also help in effective CRM.
Tools such as Microsoft dynamics 365 are built on standard data service, optimize your team, and provide an excellent user-friendly experience to your customers. Consider deploying such tools to make workflow more manageable and meaningful for all stakeholders.
Train the staff
You must train your staff on how to deal with customers. With modern technology, it has become easier to provide your team with excellent training opportunities. You may ask one of your best representatives to record a video of their session with a client.
You may also share e-books or blog posts with the customer service staff. If one has sufficient resources, even a course can be designed for the workers to help them advance their skills.
Digital workshops on customer relationship management are a vital educational tool to educate your employees on how to communicate with people interested in doing business with you.
Chatbots help automate tedious processes and enable your marketing and sales teams to address customer concerns on time. When people get speedy replies to their queries, it will help increase their confidence in the brand and sales.
Additionally, customer care staff can focus their attention on more complex cases with the proper workload distribution. This makes operations more efficient.
Use tools that Increase efficiency
There are numerous software and tools you can use to increase the productivity of the customer care unit. Having the best staff is not enough to ensure efficiency. Other factors like the systems the team operates can play a vital role in shaping the customer experience.
For example, slow internet speed or a rustic computer system may cause disruptions during communication. Moreover, old and shaggy systems can frustrate both the customers and the staff members. Therefore, ensure that both your hardware and software are up-to-date.
Make an official website
Building a website can boost sales and make the company seem more professional. Internet users like to get as much info as they can about a business or brand before purchasing. Hence it is essential that when netizens Google your company’s name or keywords related to what you sell, you are the one who tells the brand’s story.
In case you do not have a website, they must be able to find you on the internet with ease. Therefore, it is better to build a simple website on your own than not having one.
You may even hire a professional to design a website for you. While you’re at it, ensure your website has good content, is SEO-friendly, and is responsive. These factors will ensure good visibility on SERPs.
Use social media marketing tools
Social media marketing is all the rage in today’s business environment. With the help of numerous paid, unpaid, and customizable MarTech tools, you can track social media analytics, attract customers, sell products/services, and re-market to retain them.
You may choose to run affiliate marketing ad campaigns that will bring in the targeted audience. It can help your business outperform your competitors by specifically selling what the customer is trying to find.
By using tech-savvy social media tools, you can create highly customized ads and products to increase your chances of converting leads to customers. Facebook and Instagram are suitable options to drive sales for businesses that don’t have a user-friendly website yet.
Use a close-Loop feedback system
In case you get a negative review from a client, do not be upset. It is not necessary that everyone likes your products or services in the first go. Instead, handle the negative feedback professionally. Try to stay calm and ask the client what you can do to enhance the product/service.
You can use a tech-based approach and design a channel to outreach customers to address their concerns. You can brief them on what measures the company is taking to boost the product and service quality. When you value customers, they are bound to return even if they had a bad first experience.
Track performance and take action
Technology has played a significant role in every aspect of our lives, including business. However, it is of no importance if not used effectively. Technology can highlight the areas of weaknesses, but it is up to you to improve or not. Therefore, use tracking metrics and identify proper KPIs.
Then, take action and regularly track your performance. Be ready to improvise when and where required. When you regularly track your progress, you will be able to identify strengths and weaknesses in your CRM system.
Data collected through tech tools and software can help you quantify these areas and develop a robust strategy to enhance your positives and overcome shortcomings.
Ensuring good customer experience and satisfaction are crucial to sustaining your business in today’s highly competitive environment. It is mainly because of the diverse pool of choices customers have these days. It is easier for them to switch to a brand that provides them better service and value.
This article mentions a few tech-savvy ways for you to improve your customer service. These tactics include deploying good CRM and WRP tools, training your staff, using chatbots, designing a user-friendly website, using social media MarTech, implementing customer feedback, tracking KPIs, and developing actionable plans.
By following these tips, you’ll have more satisfied customers ever-ready to invest their time and money in your business.