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Bringing Customer Service into Technology

  
  
  
  

describe the imageTechnology is a fabulous tool for making the customer experience faster and more efficient, but is it stripping the personal touch from your company’s customer service? Before investing in the many CRM technologies available today, it is important to assess whether those tools will directly address the needs of your customer. It is also essential that you find ways to keep an interactive touch on your service methodology to ensure your customers remember they are working with a business full of real people, rather than just machines and devices.

Take advantage of these tips to ensure your technology provides the right level of service for your customer.

Choose Wisely

When you begin shopping for CRM technology for your business, choose your tools wisely to ensure they truly enhance the customer experience. Some of the areas where technology is taking customer service to the next level include:

• Communication – A wealth of options now exist, including email, social networks, live chat and apps.
• Websites – Your website should allow customers to interact with your staff, as well as one another.
• Software – Tools that collect information on your customers help you become proactive in your service approach.

By evaluating all three of these areas, you can find the technology tools that will prove to be the greatest asset to your customer service.

Network

Social networks are now an essential component of the customer service experience. Put your call center in charge of monitoring social networks and providing customer interaction when necessary. Develop policies for dealing with customer complaints on social networks and train contact center employees to use places like Twitter and Facebook to promote customer service through direct interaction with customers.

Collaborate

With so many tools available for customer interaction today, it is important to have some sort of collaboration in place to ensure customers can transition seamlessly from one avenue to the next. For example, the customer contact center should now have access to a wealth of communication options, from email and live chat to social networks and mobile channels. The ability to move easily from one channel to the next goes far in eliminating customer frustration.

Go Visual

To personalize your technology tools, go visual, by posting pictures of your customer service staff on your website or providing video interaction when applicable. When customers can put a name and face to the person typing on live chat or interacting via social networks, they are more likely to develop a real relationship with your company.

Use Analytics

One of the most useful tools technology provides is the ability to track customer interactions efficiently and accurately. By gaining a full picture of customer histories, your customer service team can become proactive in the way they approach your customers. This knowledge can impact every aspect of your business, from product development to marketing and service.

As technology becomes the normal mode of interaction for most people, customer service is becoming more dependent on devices, rather than people. However, keeping your customer service people in the process ensures your customers will continue to enjoy personalized service, no matter how automated your business becomes.

- Meredith Estep

Comments

Collaboration is great! Would be fantastic if entire companies, not just individual departments, would collaborate to bring a best of breed customer service model to the forefront!
Posted @ Tuesday, May 08, 2012 6:20 PM by Melissa
Choosing the right CRM is so important, but an out-of-the-box solution will never do everything you want it to. Invest in quality developers to help you get that software to where it needs to be. A good developer is so valuable!!
Posted @ Wednesday, May 09, 2012 7:42 AM by Amanda
Going visual is a great way to personalize service. There have been many times that I have interacted with individuals for business purposes and have wondered what they look like. For some reason, I believe it helps to create a more connected feeling and better communication.
Posted @ Wednesday, May 09, 2012 7:55 AM by Jenny
Technology is great but it's so important not to lose the personal, interactive touch with your customers.
Posted @ Wednesday, May 09, 2012 7:59 AM by Lisa
Analytics is critical to see what forms of marketing are working versus staying stagnant.
Posted @ Wednesday, May 09, 2012 8:03 AM by Kristy
Go Visual! Putting a face to a name can help to personalize a customer service experience. In turn, the customer is more likely to build a lasting relationship with the company.
Posted @ Wednesday, May 09, 2012 8:56 AM by Jennifer
Posting pictures of your customer service staff is a great way for customers to feel like they know who they are talking to better and therefore feel more comfortable.
Posted @ Wednesday, May 09, 2012 1:21 PM by Mandi
All of these forms of technology are important, but more important are the people behind the services. Technology can never replace good service reps.
Posted @ Wednesday, May 09, 2012 2:06 PM by Stacy
Utilizing today’s technology is a great way to keep connected with your customers. I still appreciate and value the personalized service a customer service rep can provide!
Posted @ Wednesday, May 09, 2012 3:10 PM by Jenny
I love the idea of using Facebook and Twitter to promote customer service... it a great way to interact with many people at once!
Posted @ Wednesday, May 09, 2012 3:25 PM by Josie
"To personalize your technology tools, go visual, by posting pictures of your customer service staff on your website or providing video interaction when applicable." -- This gives your customers the opportunity to place a face with a name.
Posted @ Wednesday, May 09, 2012 3:43 PM by Britt
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