When someone says the words “customer service” what do you picture? Is it that ageless Saturday Night Live skit with Lily Tomlin wielding the headset like a demented old pro? Or do you perhaps imagine today’s current crop of Indian customer service reps that are politer but somehow not the same as when you got someone from the local town to answer your call?
Whatever you imagine, today when we make that phone call to ask for help from a customer service person, chances are they will know all about us thanks to some amazing software for customer service such as Microsoft’s highly popular dynamics 365 sales and customer service platform. It allows the customer service rep to see our history with the company, including the social media contacts we have made and the best way to contact us.
This is just one way that many of the latest technology programs out there are helping companies succeed better than ever in solving customer problems. Beyond the software in their computers, there are several ways that technology can help every business improve their outreach to customers and solve problems before they become chatted about online to the detriment of any business.
Use Your Social Media
You probably don’t need to be told to have those all important social media sites. If you are checking online for new ideas in technology to solve customer relationship situations, you are likely well aware of the importance of social media to keeping your name in front of your valued customers. But do you utilize it fully?
Make sure that your product experts are linked into your social media alerts so that they can jump in quickly to solve technical problems as they arise. Having these engineers, designers and IT service management specialists ready to step into a customer service complaint will show that you take these complaints seriously to your customers. It will also give you the high-level talent to solve the complaint before it becomes a problem, while making you look good at the same time.
Customers as Advocates
You just might be surprised how much of an advocate for your business your customers can be. If you use the technology available to create forums for discussion, take seriously their talks and involve yourself in them and respond to complaints wherever they show up, you are a step ahead of many. Technology exists today that will tell your customer relation department any time someone names your company in a comment or blog post or social media post online.
This gives you a chance to engage, create a solution and become the company that cares. With the price of products being controlled more and more by the buyer with price comparison shopping online, it is your ability to solve customer problems and be proactive that will help your company to stand out in the crowd. Technology hands you that quickly and easily, once implemented, and everyone is trained to make the best use of it.
Riding the Technology Wave
As you can see, making use of the developing technology for customer service can be the edge that most companies are looking for today. Beyond the basic software systems, look at how other aspects of technology can help you and everyone at your business stay connected to the customer. In the end, it is the customer that will deliver the goods, a healthier business.