The sense of comfort and value enhances the relationship between your business and the customer
One of the pillars of success for any business is customer retention. Strong customer service and management department can help your company retain the customers you have while also convincing new people to invest in your brand. In the modern world, creating a good customer success strategy depends on using technology to your advantage.
Invest in Automated Services
There are various studies that show customers prefer self-service options. By implementing automated or artificial intelligence infrastructure in your company, you can provide a portal for customers to engage with the company in the way they enjoy. Not only would this increase the customers’ comfort level with your company, but it would reduce your labor costs. With automated services, you pay to set it up and let it run. If an employee was handling the same tasks, you’d be doling out a monthly salary. Automation can take care of repetitive tasks, such as processing orders, accepting payments, making changes to a customer’s account, and so on. You can also set automation up to route the customer to the relevant department when they need to speak with a qualified agent for specific issues.
Use Video Chat
It can be frustrating for both agents and customers if a customer calls about an issue, but does not know how to explain it properly. The simplest way to enhance the customer experience is by offering a video chat function. For the sake of example, say that you run a computer boutique. One of the most common complaints in the computer sales business is RAM coming loose during shipping. If the PC was bought online and the RAM unseated itself, the customer may not be technically savvy enough to pinpoint the problem. Through a video chat, the agent could review the PC tower and point out which part needs to be adjusted. This would make for a calmer experience, allow for greater communication, and would let the agent quickly correct the issue and move on to the next caller.
Personalized Customer Service
The fastest way to increase customer retention is by making them feel important. You can use technology to offer personalized recommendations, which enhances the value of being your company’s customer. Using their shopping history with you, you can send product recommendations that would catch their eye. If someone bought a Sony camera from your shop, they don’t need an ad about the new Nikon, but they might enjoy an ad about a lens that’s compatible with their new camera. You can also use location services, if enabled, to direct customers to the service centre closest to them when they need to return or repair a product. While these personalized and location-based services need to be used with transparency and consideration, they can deeply enhance the customer experience.
Keep Information Saved
If a customer needs help, the last thing they want to do is repeat information to various agents. Many businesses have started implementing a CRM software or T-PIN system. This allows the customer to input a password, which shares their information with the call agent. The agent would know which product and model the customer is calling about and would be able to guide them immediately without needing to ask mundane and repetitive questions. Loading the information beforehand can also help ensure your company reroutes calls to the most qualified agent for the issue at hand. Instead of having to go through multiple agents before landing on one knowledgeable about the issue, the customer would be connected quickly and efficiently.
Use a Call-back System
Being stuck on hold can increase the customer’s frustration and annoyance, which can lead to miscommunication when the call finally connects. Instead of keeping all customers on the line in a queue, use that number system to organize call-backs from your agents. This way, the customer would know the company is going to reach out, and can engage in other activities instead of pacing around with a phone to their ear. If used with the save information system, it allows the agent to pull up the customer’s details before calling back. It creates the impression that the company cares about its customers and adapts to them. It’s a fantastic way to build loyalty and trust between your patrons and your business.
ChatBots and Speech Analytics
Google has already demonstrated that its bots can sound so life-like that they can make hair salon appointments or dinner reservations without the person on the line knowing it’s a robot. That technology can be used to screen calls from customers, offer solutions to simple problems, and keep your human agents free to deal with complex tasks. You can combine this with speech analytics, which can recognize the tone of the person calling in. This can be used as an alert system to switch from robot to human interaction when needed. The analytics software can also be used to analyze keywords that engage with customers so you can plan your agent scripts better.
Accent Changing Software
This feature is the newest on the list, but it’s one of the most exciting. A group of former Stanford students released an app that can alter accents in real-time after one of the founders was fired from a customer service job due to their speaking style. With services like this, you can change the voice of your customer service agents to match the exact accent of whichever region the customer is calling from. It reduces miscommunication and can make the interactions feel more friendly.
