Over the last twenty years, the technology available to consumers has changed drastically. But many businesses and organisations haven’t made changes in the way their customer service operates in order to deal with this. Here are some tips for how your company can provide better customer service in the mobile-first world.
In a world where everyone has a mobile phone, we have gotten used to the idea of being able to get immediate answers. This naturally feels as though it should extend to customer service – when we have an issue with or a query about a product, we feel like we should be able to get an answer straight away. This means the pressure is on businesses to be able to react quickly.
It’s no longer acceptable to promise to reply to an email within a week. You need to prioritise dealing with issues as quickly as possible. And it’s those companies that offer fast and effective service that win loyal customers to their brand.
Customer service experts Ansacom understand this need for immediacy and fast-reactions – that’s why they have made a 24/7 call handling service available. Your business can learn from them and invest in round-the-clock availability. Not only will this provide a better all-round service experience for your customers, it also sets you apart from your competition as the business that is actually willing to offer support any time of day.
Offer text-based communication
There are huge opportunities for you to utilise in terms of text-based customer service. When everyone can use a mobile phone it gives you the option to look into sources of customer service that weren’t really possible in the past. Instead of overburdening the staff handling queries over the phone, you can consider channels such as business text messaging and live chat.
Many modern consumers prefer to get information in text form as it’s what they are more used to in their social lives. There is the option to email, but it’s a much better idea to focus on channels where there can be a conversation.
Social media as customer service
Along the same lines as text and live chat, it’s important to embrace all the relevant forms of customer services, and businesses undoubtedly now need to accept that their social media platforms play a big role in customer service. Customers have realised that it can be very effective to call out businesses in front of everyone else on sites like Facebook and Twitter.
It can be a public relations nightmare if your company is seen to ignore or not help a customer, especially if their criticism is valid. Your social media team needs to be briefed on how to respond to these messages effectively to both calm the situation and be seen to be caring about the problems the customer is facing.
When used correctly social media can actually be a hugely valuable customer service channel. Firstly because your conversation is completely transparent and can make other customers think highly of the service you’re providing. But equally because you are providing that customer with more personal exposure to your brand.
Don’t neglect the phones
We have looked at some of kinds of customer service channels that you should be focussing on, but it’s also vital to not get carried away into thinking that everything can be solved digitally. Many customers still much prefer to get in contact with you over the phone and you need to provide a high quality service.
Whether you have a dedicated in-house customer service department or you outsource to an experienced call centre, you need to have people available to take calls and deal with problems. Failing to have this team in place can leave the rest of your staff having to use up their time answering the phone and dealing with basic questions.
Provide as much information as possible
It’s also worth pointing out that a high quality website that provides useful information can do a fantastic job of providing customer service. Many modern customers are perfectly willing to search for solutions to problems themselves, so if your website has a detailed frequently asked question section it can deal with many of the issues without a customer service representative ever having to get involved.
This is an example where investing a little more money into your website can save you a lot of money down the line.