The future of customer service is bright. One only needs to look at how progressive, forward-looking brands are using technology to serve customers efficiently and all in real-time. Customer service is going through monumental changes thanks to the influence of up-and-coming technologies and increased customer demands.
Customer service has to evolve from just being able to resolve customer queries to being able to spot and deal with customer problems before they even arise. The integration of social media with customer service is something that successful brands across the board are doing around the globe. In customer contact centers voice recognition and studying the various intonations for telltale signs of happiness, distress, frustration, anger and anxiety can help brands to better understand customers.
#Provide an Omnichannel Experience
Customers today are channel agnostic when it comes to expecting support from a business enterprise. They demand a seamless experience regardless of online, offline, social or telephonic touchpoints. Most of the companies today are doing a good job of providing multi-channel customer service experience but most of these channels exist in silos to the utter dismay of customers.
A user might call a customer care representative via phone, take forward the conversation via social media channels, and finally expect a resolution of the query via an official email. All this means brands need to take cognizance of increased customer demands and tailor-make an experience that lives up to their expectations. Thus it becomes less about the channels and more about the conversation. There is a need for seamless integration of technology with live customer care agents in order to make the entire process flawless.
#Self-service is a win-win scenario
Today customers want answers and they want it fast. The idea of what ‘fast’ is just got redefined and has since become much ‘faster’. In this age of instant gratification and 24/7 presence of social media, brands just cannot afford to become complacent. Most customers would want to avoid talking to a customer care rep if their queries can be resolved by a self-service process.
It pays to invest heavily in technology and methodologies to help customers serve themselves better. Customer data can help enterprises to successfully wade through the various scenarios in which customers might need help. Automating the process wherein they can find solutions to their problems without having to consult a live agent goes a long way in satisfying customers. It also is good for the company’s bottom line since automation inevitably reduces costs, improves efficiency and speeds the process. All this leads to more customer delight and retention.
# Harnessing the power of social media
Social media is all-pervading today. Companies big and small have realized the power of social media to make or mar their fortunes. So this calls for extensive strategies in order to keep the customers happy.
Companies that have championed customer service have taken it to an altogether another level using social media. Brands are investing a lot of resources in social media channels to stay on top of customer expectations. Resolving customers’ pain point via social channels gives brands adequate firepower to leapfrog the competition.
Businesses have come to realize that social media is not just about promoting and selling their products but there is more to it. It is a medium that you use to truly understand your customers. What they share on social media about your brand is an honest feedback about your brand. You can glean valuable information, create long-term value and build strong relationships with your customers by providing the right support.
In today’s world nothing can be taken for granted. So in order to provide exemplary customer service, brands need to adapt and be in sync with exacting customer needs. Companies are investing proactively in social media in order to let customers know that they care.
Genuinely helping customers and being there during every step of the customer journey goes a long way in improving customer service regardless of your business segment.