The Proven Way to Utilize Technology to Enhance Customer Experience
In today’s world, to obtain and maintain loyal customers, customers expect more from companies and brands, and that includes having their queries answered within a reasonable timeframe. Luckily, technology has made it possible for businesses and brands to step up to the plate to provide prompt customer service. Here are a few ways in which you can enhance your customer service through the use of technology, written in collaboration with Merchants.
1. Provide The Best Tech Service
When a product is faulty or doesn’t deliver the results expected, the first thing a customer wants is for you to provide a solution to the problem. Even when it is the customer’s lack of understanding of how to use the product, the customer expects you to provide quality service to solve the problem. In order to solve problems like these, most companies provide support services over the phone from an inbound call center or via the internet. A company that stands out when it comes to providing quality tech support is Apple. Amazon is also known for providing good support services; the company is always looking for new ways to solve customer problems.
2. Have Mobile Access Available to Simplify Customer Tasks
Customers are always looking for simpler ways to get the information they need and to connect with a business. A mobile app is a must-have tool for businesses and an exceptional way to provide customers with the information and services they need. Having a mobile app for your business not only yields the opportunity to provide more value to your customers but also allows you to build a stronger brand and connect better with clients. For example, Starbucks makes the best use of their mobile app by offering rewards which can only be accessed by app subscribers. Customers can also make payments directly from the app, which speeds up the whole transaction process.
3. Use Social Media to Your Advantage
Don’t just think of social media as a good platform for marketing your business. Social media is a great customer service channel and an excellent way to apologize to customers quickly when there is a need to. Several brands use social media to solve customer complaints — especially when they receive those complaints through a social media platform. Again, Starbucks is an example of a brand that uses social media to provide good customer service. Despite having more than 11M followers on its Twitter account, the brand is surprisingly responsive to questions, comments, and complaints. According to Convince-And-Convert, research reveals that “forty percent of customers who complain in social media expect a response within one hour”, and “sixty-three percent of consumers are satisfied with the response time through social media.”
There are a number of other technology channels you can use to enhance your customer service. For example, if you have a website, you can provide a page on the website that enables customers to seek answers from others. You can also manage customer relationships better by investing in more advanced data-gathering tools, such as customer relationship management software.
We hope you enjoyed this promoted piece as much as we did!