Customer service is a huge part of any business. Its significance has never been higher, with social distancing now the norm. As communication technology advances, staying close to your customers is getting easier. According to a customer experience report, up to 73% of customers fall in love with a brand as a direct result of friendly customer service. A HubSpot research revealed that up to 93% of first-time customers who receive great customer service will likely become repeat customers. One way to ensure great customer service is to make it easier for customers to reach you. By creating various channels of communication with your customers, you are showing them that you care. Although maintaining effective communication across the board is not easy, you can do so seamlessly with the right tools.
Helpdesk Software
The most convenient way of communicating with customers online is via email. When a customer has a complaint, they simply send an email and wait for a response. The only problem with email is that it takes longer to reply and easy to miss, especially if you receive hundreds of emails daily. A typical correspondence could take up to three back-and-forth emails, which also increases the chance of being missed. Helpdesk software is designed to queue requests and track their progress. Once a ticket is opened, your customer service rep cannot miss it. When completed, the ticket will be closed and taken off the rep’s dashboard. Some of its other features include routing to the appropriate department and labeling. It is also a great tool that helps you uncover ways to improve your business.
Text-based Marketing Software
Email and SMS are some of the best ways to notify your customers of new products and services. Sending our newsletters periodically helps in building a strong relationship with your customers. Customers are more likely to remain loyal when they feel like they know you. With more than half the world population using mobile phones, SMS is much more effective than emails. Unlike emails, customers do not need an internet connection. Research shows that SMS is 8 times better than emails, with a 98% open rate. You can send and receive online SMS seamlessly using an online SMS application.
Call Centre Software
Customers are increasingly valuing their time, expecting companies to do the same. Voice calls provide the fastest means of communication. To prevent your customer service reps from being overwhelmed, use a call centre software to streamline the process. It can significantly enhance customer experience with little wait time while reducing your phone costs. Recorded calls can be used to train new staff and improve quality.
Self Service
The cheapest way to provide information to customers is by using knowledge databases such as FAQs. Customers prefer to seek solutions by themselves first before asking for help. A well-documented FAQ can save time and money for both you and the customer.
Online tools are easy to integrate. By adopting one or more of the above tools, you will be providing your customers with a great service.