Introduction
Using technology is definitely one of the best ways to enhance your customer service. If you rely too much on human power alone, you will see that the result won’t be as satisfactory as you would want it to be.
An example of tech-savvy customer service is Spectrum customer service in the Internet industry, with its efficient chatbots that help automate processes.
Today, we will be talking about some of the most effective ways in which you can use integrated technology to improve your customer service. Make sure to read all the way to the end!
Establishing a “Help Desk” System
A help desk is something that can ensure that everyone on your customer service team is on the same page when it comes to providing customer service. It integrates into your shared inbox so that everyone on the team is up to date with all incoming issues.
A help desk also ensures that your team is easily able to track and handle customer issues as quickly as possible. It also helps streamline workflow so your business can provide very smooth customer service and ensure customer satisfaction.
Try Using an AI-Powered Quality Management System
As the name suggests, a Quality Management system helps ensure that your customer service’s quality is top-notch, something that your customers would love. One of the best ways to make sure that you have the best quality is by using Artificial Intelligence (AI), which is basically a computer carrying out nearly human functions for you.
Considering how quality is one of the most important aspects of great customer service, integrating AI would make sure that your service is to the point and as your customers would expect it to be. By using AI as a tool, not only would your customers be happy but your customer service department itself would be happy too!
Try Going for a Multichannel Experience
Who says that you can only provide customer service through boring old chats and calls? Given that we live in the wonderful age of the Internet, the possibilities are endless now! When we say that you should opt for a “multichannel” experience, we mean that you open up the horizons of other platforms.
This would include all the platforms that your customers use to communicate with each other, such as social media apps and messaging apps. For instance, you can communicate with your customers through platforms such as Facebook, Instagram, Threads, and X (formerly Twitter).
If that still isn’t sufficient for you, you may even head on to messaging apps such as WhatsApp Business and Facebook Messenger. As a result, your customers would have an easier time communicating with you, and your customer service would be readily available.
Try Using AI-Powered Chatbots
The best thing about Artificial Intelligence is that you can use it for more than one purpose. Not only can you use Artificial Intelligence for Quality Management, but you can also use it to interact with your customers directly as well.
You can use this through the use of chatbots that can quickly listen to your customers’ queries and give them prompt answers as well. This speeds up the process and also increases your reliability in your customer’s eyes. Not only can chatbots give responses, but they can also give recommendations to your customers as well.
This would help save you a lot of time and human effort, and you would be able to cater to more customers in less time. There are companies such as Spectrum and Zendesk that are making good use of chatbots for their customer service.
Give Some Space for “Self-Service”
Even when it comes to customer service, you sometimes need to give your customers some space to breathe. You can make that happen if you give your customers the option for “self-service.” This way, they would be a lot more independent when it comes to solving their problems.
You could list down possible outcomes and your customers could answer a series of questions so that they could figure out on their own what their problem might be. Once they diagnose the problem, you can also give a list of solutions that they can incorporate themselves.
This will help bring a massive increase in customer convenience and will also help them feel a lot more confident. From a business perspective, it will also help you save up on costs and will reduce your workload!
Try Giving Cobrowsing a Shot
Imagine how easier and convenient it would be if you could somehow access your customers’ screens to get a better view of what issue they might be facing. What if we told you that it is actually possible to do so?
That’s right, all you need to do is opt for a system called cobrowsing, which allows you to interact with your customers’ screens at just the click of a button. Once you start a live chat with your customer, either they or you could have the option to start cobrowsing at the click of a button so that you could access their screen.
This would give you a hands-on approach and a better understanding of their issues and queries, and you would be able to give them a solution quicker than you usually do.
Head Towards a Mobile Experience
It would get increasingly frustrating for your customers if they could only reach out to you via their PC or laptop. That is because people usually chat using a mobile, right? Using PCs is convenient for a customer service representative, but it isn’t for a customer.
In that case, what you can do is you can introduce a “mobile experience” for your customers. This would increase your customer engagement since it would be easier for your customers to communicate through their phones rather than having to turn on their computers.
You can also make apps that are dedicated to customer support so that your customers can find everything related to customer support on one platform.
Leap into the Future with VR and AR
If you are a tech-savvy youth, then you would know what VR and AR are. VR is short for Virtual Reality, while AR is short for Augmented Reality. You can use both of them in your customer service as well since they are pretty popular with younger customers.
For instance, if you have an apparel company and online customers are interested in seeing what your product would look like on them, they can take a look as long as you support VR and AR.
VR would make them see a virtual trying room while AR would allow them to interact with your products and “put them on,” so that they could see what it would look like before they go ahead with buying it.
Use a CRM Software
CRM is short for Customer Relationship Management, and this software is crucial to nearly every industry out there because it helps you keep track of your “relation” with your customer and whether they are satisfied or not.
CRM software allows you to make your own database so that you can retain customer information and keep track of interactions. Not only that, but CRM software also allows you to send automated emails to your customers and resolve their issues as swiftly as possible.
Use Technology for 24/7 Service
It isn’t possible for your customers to only have problems between 9 am to 5 pm so that they could bring them to you. They could come up with an issue at any given time, and you need to be prepared for that.
The best way to deal with that is to make sure that you have customer service that runs 24/7. You may either have people working in rotational shifts so that they could cater to customer problems.
If not, you may opt for AI-powered chatbots that would listen to customers’ queries through most of the night, if not the day, and provide viable solutions to your customers. This way, your customers would have an easier time bringing forth their issues!
Conclusive Note
Provided that we live in the era of technology and the Internet, it is best that we use it to our advantage, especially when it comes to customer service. Make sure that you give all these pointers a shot so that you can watch your customer service grow as well!
If you are looking for an extensive list of other ways you can use technology for your customer service, then Forbes has this pretty detailed list!
FAQs
Can I Use AI for Customer Service?
Yes, you can use AI for effective customer service.
Which Software Should I Add to my Customer Service?
You should use CRM (Customer Relationship Manager) software for your customer service.
Are Chatbots Effective in Customer Service?
Yes, chatbots are highly effective in Customer Service. That is because they are usually powered by Artificial Intelligence.
