By Michael Briggin
Whether it’s phone, email, chat, in-person, phone or text, customer service continues to evolve. With digital technology changing at a rapid pace, the ability for you to serve your customers is contingent on being prepared for the unexpected.
Here’s how you should stay focused so you can provide rock solid customer service:
Multi-Channel Support Is Better Than Just One Channel
Customer journey is everywhere, not just one place. While in-person shopping and transactions are still happening, customer service isn’t limited to face-to-face relations.
Your customers are going to seek you out through email, phone, social media and even give reviews. Pay attention to how your channels are being handled and ensure your customer support is robust across all channels.
Customer Service Is Relevant On Social Media
Although it’s tempting to use channels like Facebook, Instagram and Twitter for just posting content, your customers will still be social on these channels. Using social media for customer service matters, not just content strategy.
Don’t wait too late for your customers to reach out to you. Pay attention to comments, messages and reviews on your social media pages, especially if there are customer complaints.
Be Wise On Customer Service Software
Ticketing software systems like Zendesk are efficient in handling customer inquiries. However, it’s important to consider that as your organization evolves in its bandwidth your customers will want more options in reaching out to you.
Chatbots can be helpful as can efficient web forms and FAQ’s. Overall, concentrating on a smarter customer journey process matters before you consider diving into any kind of online program.