In today’s fast-paced world, organizations are expected to respond quickly to concerns from customers. How do you achieve that? Consider reducing busy-work and allowing more time to focus on the customer, which can reduce stress and increase productivity in the office. Technology can play a key role, and in turn improve customer service.
To stay competitive, companies need to efficiently manage resources, and constantly improve customer relationships with enhanced products and services that are updated and maintained. The expectation of increasing sales while working efficiently, faster and with better results is always challenging — but with today’s technology, these challenges have become easier to overcome. Channels that help improve customer service include website forms and chatbots, as well as email communication, surveys and feedback requests.
Here are a few more ways to improve customer service, supported by technology:
Collect customer data. Collecting customer data from emails, social media and other platforms can be combined with analytics help build better marketing decisions and strategies to improve sales. By observing and collecting behavior patterns, companies can identify opportunities, bring about solutions, and improve the customer experience. Technology has made it easier to accelerate business and innovation, and it only continues to grow.
Generate targeted leads. Keep track of existing customer profiles and use that information to target new customers. Plan marketing campaigns targeting your customers using the same characteristics of current clients. Using the right systems, you can target the identical classifications of those current successful customers.
Improve relationships. Ideally, your system should help improve your relationships, build your customer database, bring back former customers and identify new leads. Be prepared to adjust services to reflect the real needs of your customers. These types of improved process can result in better customer service, more sales and inquiries.
Offer valuable services. There are plenty of ways for customers to interact with your business on their own time. Use data collected from your customers to effectively target the right groups, and learn what their pain points are. Encourage salespeople and staff to provide tools and training to deliver better service and solutions as a value-add.
Tap the Power of Technology to Improve Customer Service
New technology and smarter systems provide strategic direction that will give your company a clear advantage when it comes to customer management. It will become second nature to treat each client individually, building relationships and remaining responsive.
Here are a few ways to use technology to streamline your customer management system:
Invest in a strong CRM. The best customer relationships managers (CRMs) allow individuals to understand specific customer needs by keeping track of their transaction files. Your company can identify and seek out those exact customers making the best use of your time.
Nurture relationships efficiently. The right customer management technology helps free staff so they can become more efficient, converting leads to sales, wasting less time and potentially targeting more qualified leads. Moreover, the right tools can help nurture customer relationships, which can be a key differentiator when it comes to winning over the competition. This also applies to your sales team. Technology can take away time spent on administrative tasks and provide and set them up for nurturing more relationships and closing more deals.
Maintain accurate customer profiles. Ensure customer satisfaction by setting up customer profiles and targeting your customers’ specific needs directly. New software will help you become more aligned with correct costing, saving your client money while taking into account their overall budgets. Connect your clients the services they need to help them do their jobs successfully. Customize products and services so they can make their purchases more efficient. Today’s technology is about improving efficiency and improving results on every level. When you do that, you’ll improve customer loyalty and receive more qualified leads.
Don’t overlook social media. Use social media to your advantage to connect with customers. Social media has helped shift the thinking and has allowed customers and brands to start discussions and help inform and engage customers during the buying process. According to Seth Godin, “You can use social media to turn strangers into friends, friends into customers, and customers into salespeople.” Just aim to foster honest dialogue with your customers no matter what platform you use.
Technology takes the human-made errors out of the equation by keeping all the statistics stored in databases that are easily accessible.
Don’t Forget the Human Touch
The best customer service blends technology with an authentic human touch. Provide features such as live chat, screen sharing and instant messaging. Success in business is a direct result of your ability to communicate your expertise to your customers. Even adding a birthdate to your CRM to make sure you reach out to your clients with a simple happy birthday can take seconds and make a huge difference in relationship growth.
Above all, your customer experience journey should be relationship-driven.