4 Ways to Improve Customer Service with the Right Tech

4 Ways to Improve Customer Service with the Right Tech

How would you rate your company’s customer support? And be honest. If you haven’t achieved the top-notch customer service you envisioned, you are not alone. Only 37% of brands received good or excellent customer experience and 64% of brands got a rating of “OK,” “poor,” or “very poor” from their customers, according to Forrester’s Customer Experience index scores.

The first important tip is not to skimp on technology. If you want to stand out in the competitive market, you may need to enhance your business communications with a hosted PBX solution. A virtual phone system can provide your business high-end features without spending much money. If you want to learn more about reliable hosted PBX systems, take a look at my hosted PBX provider. These guys are leaders in the telecommunications industry.

These are four key ways that will help you manage your customer service effectively:

1. Be Available and Respond in a Timely Manner

According to a Harris Interactive study in 2010, support by telephone continues to be the preferred choice when it comes to technical support. Here is when a robust phone system comes into play. Make sure your phone system is loaded with advanced features that can meet your communications goals. For example, if your business has customers worldwide, a VoIP phone system like this one (from the same guys from above) can be a great solution to optimize your customers experience as you could provide bilingual support by hiring remote workers.

Apart from a remarkable phone service you may need to provide your clients several channels to reach you. Being available for your customers whenever they need it has become crucial. Customers expect you to respond in a timely manner; in less than 24 hours. However, if your business is related to communication, Internet or technological services; you may want to consider the 24/7 approach.

2. Educate Your Customers

Provide handy information and tips on how to use your products or get the most out of the services you provide. Post information on your website, offer e-mail newsletters, online catalogs and social media. It is time to stop talking about you and your business and start listening to your customers. User-driven information will help you improve your reputation and rank higher in search results.

3. Implement Live Chat

Live chat represents an added value to companies that provide a personalized customer experience. As stated by a BoldChat study, people appreciate live chat for a number of reasons, and time is a key factor. 79% of users said they preferred live chat because they get their questions answered quickly, and 46% agreed it was the most efficient communication method. Live chat is becoming increasingly popular, so why not jump in?

4. Go With Social Media

Why social media is a vital customer channel? Americans spend more time on social media than any other major Internet activity, as stated by BI Intelligence. There is a network designed to fit the profile of each person, so by embracing different social networks you may be able to engage customers more easily.

Do not limit yourself. Instead of just implementing these techniques, surprise your customers and exceed their expectations. We hope this information comes in handy. What other techniques can help you improve your customer support? Share your thoughts with us!