Technology is a beautiful thing, and you can use it to enhance your company’s customer service. Just follow some of the guidelines below, and you’ll surely be on your way to delighting your customers!
And if you are looking for technology to help you retain more customers, there are many attractive choices available.
Keep Your Customers Informed
Company websites and email blasts let small businesses keep their customers informed on developments and changes in product offerings. Business owners can leverage these tools to tell customers about new products and services that may be of interest.
They also can use them to tell them about sales, upcoming promotional events, and more. Social media enhances the reach of these efforts even more. The affordability of these tools allows small businesses with low advertising budgets to reach customers without spending a lot of capital.
Communicate With New Technologies
There are so many ways to communicate with customers, so there’s little excuse for a business not to communicate effectively.
One of the best things about all the technology available is you can reach out to your customers with their favorite technology. For instance, many customers prefer to handle customer service issues via live chat. One study suggests that 73% of consumers would rather use live chat than any type of communication.
Maintain Customer Relations With Social Media
One of the best inventions in recent decades to maintain customer relationships is social media. Websites such as Facebook, Twitter, and Instagram allow businesses and customers to reach each other 24/7.
By using webinars, videos, infographics, and blog posts, businesses can reach customers in the ways they like best, without being overly aggressive.
Social media allows your customers to easily reach you, which is the ideal way to acquire customers and maintain your current ones.
It’s wise to make your company’s subject matter experts available on social media. Also, it’s essential to have people who can effectively communicate with consumers directly. Keep in mind that your customers want to communicate with actual humans and not a faceless company brand.
One of the leading frustrations for customers is that a company doesn’t understand their concerns or needs. Some consumers believe that customer service representatives don’t care about their requests and demands.
Usually, customer service representatives just follow the rules their companies make. But thanks to technology, businesses can revise their policies to show more empathy. Also, they can provide more effective human interaction and offer a more empathetic marketing model with social media, live chat and messaging.
It’s hard to survive today with a 9-to-5 customer service model. Those who still operate with this model may struggle to survive. Most businesses have the tools to be available 24/7 today, whether its’ with live chat at night or social media. The companies that want to be the most competitive offer this convenience.
Companies also are reachable anytime and anywhere with many communication tools, from social networks to email to live chat and SMS messaging. Offering your customers the chance to connect with you when they want offers freedom that your customers value and cannot get everywhere.
Also consider using an automated bot for live chat that lets your system answer common questions automatically.
Consider Marketing Automation
Marketing automation is about software platforms that are custom made for marketing departments to market more efficiently on many digital channels, including websites, social media, and email.
Marketing automation is helpful to nurture customer relationships; it lets your business operate faster, smarter, and more effectively. For instance automating some email communications can save much time and allow you to reach more customers faster.
When you leverage technology in the ways above, you’ll slowly engage more effectively with your customers, and that will help you take your company to new heights.