Customers are undoubtedly the most important aspect to any business. Unless it’s bought, a product which is an invaluable treasure to technological world, is just garbage. It’s the extensive usage of products by the customers that defines the success or failure of a company.
With customers being such an intricate part of a business, it’s imperative that we provide effective solutions to their issues swiftly. The wider your customer-base, the tougher it is to manage it. To provide solution for a problem affecting 80% of your customer base, you need wide channels and better technology that will resolve the problems. Better customer contact management services will ensure a smooth communication channel with minimum confusion. Five most effective tried tested way of doing so are mentioned below. 1. CRM Software's: Major CRM players in the market understand the importance of their products. For the same reason the development and research for better functionality, reduction of processes and addition of AI is always pushed to be incorporated for providing solutions to you and in turn your customers. BI, AI and cloud based software's will provide assistance to your business like nothing else can. No matter where you are as a business it is crucial you delve into CRM software as soon as you can. 2. Live bots or Chat bots: During a major outage or critical issue customers want to be heard. They will try to get in touch with you to have their voice heard at all costs possible. If this widespread issue requires a quick fix from every customers end, you need a huge manpower. This however can be worked out with a Chat or live bot. With their innovative response system, any minor issue can be dealt with without the requirement of a critical resource assisting in a major outage. At the same time the checkout page assistance can be provided by chat bots and thus greatly reduce the time used by real time customer support agents. It’s a really easy and effective customer service solution for small business. 3. Reaching via messages: A business running smoothly requires timely updates of failing services so it can be fixed as quickly as possible. For the same reason customers can be reached out to in case they need to report an issue with their experiences. A delivery app can send timely updates on SMS and messaging to let the customers know of any changes in the delivery time or just to let them know that they can reach out to you in case of a failed order or service. SMS has been one of the most effective and simple customer service technology solutions available since a long time and it’ll not be going away still for a long time 4. Social media support: The world runs on social media. People have been spending more and more time each day on social media. If you can’t reach customers at a place where they spend most of their time, you’re not utilizing your resources to the maximum. A social media page of your business can work to understand concerns and complaints the customers raise on a social media platform. Addressing them quickly is crucial to avoid bad press and to ensure the early resolution to an issue which can be dealt with in a by the customers themselves. A recent report showed that customers tend to resolve the issue themselves in a better way if given the proper resolution techniques and not involve the customer service executives at all. 5. Look to the future: With the future looking one step closer each day at a speed faster than we could have imagined, there’s an inescapable need of working to find technologies that can provide customer service solutions. Few of the technologies that look to be developed providing solutions would be Two way video, Augmented reality, Virtual assistants, Messaging (which’ll never go away) and Connected devices. All of which make it easier to manage customer service requests and provide better solutions. " Customers like having their voice heard. Hence if not provided with quality service, you’ll feel the heat. So keep trying to find out and apply the ways by which your customers feel the most in touch with you and feel confident that you have their back. "
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