There are numerous ways technology can help companies with customer service to create a better experience for consumers. Some of the ways technology can help customer service reps are: having self-service options for questions and concerns, creating FAQs with video explanations, implementing chatbots to answer routine questions, and guide customers through specific processes when needed. With the number of resources we have available to help with customer service, companies should be using them.
Create self-service options
One way to get around the need for human labor is to provide self-service options for customer questions and concerns. Creating an FAQ page that has videos explaining specific questions can be a great way to help customers. This allows them to find out how to do something for themselves or get their questions answered without talking to a human. This frees up people to work on other customer issues and creates a better experience overall. While people can get annoyed when they have to search for an answer themselves, it will help with customer service in the long term.
Try chatbots
There are plenty of chatbot services out there that can be used to help with customer service. Chatbots can be programmed to answer questions that are common for the company and ones specific to the brand. This can help take the burden off of customer service reps and focus on handling higher priority calls. A chatbot may also guide customers through certain processes when appropriate, which will allow the conversation to move a little quicker. In the end, having chatbots can help companies with customer service without costing them a lot of money and time.
Make use of automated email customer service tools
Many companies use automated email customer service tools to help with handling customer service issues. These tools will send responses to customers that have asked common questions. For example, companies may use an automated email customer service tool to send replies to a question like: “How do I obtain a refund?”. It allows the customer service reps to focus on answering more complex or high priority questions, while the automated email customer service tool takes care of lower priority questions.
Automate social media posting to schedule posts weeks or months in advance
Social media is a great tool to get customers involved, as well as offer customer service. Automating social media allows companies to create posts in advance and schedule them for the future. This helps keep the company active on social media and is a great way to create more content at one time. If the company uses a service like Hootsuite, they will be able to schedule future posts and not worry if their content is being regularly posted.
Always search for ways to use modern technology to serve your customers better
Every year, new products and services are designed to make customer service much easier and efficient. By constantly searching at places like Solutiontales for ways to improve customer service by using technology, companies will find a better solution for their customers in the long run. There are plenty of online tools that can help companies with customer service, and they should take advantage of them. When companies start using technology to serve customers, it can be a good way for them to create a better overall experience for their current and future customers.
Customer service is usually dreaded because it means that the end-user typically has a problem that needs to be dealt with, but in reality, it’s a way of fulfilling your duties to them as a business. Customer service is an essential part of any business. Providing the best customer service experience for your customers will help build trust and loyalty. It will also distinguish you from your competition.