It can be frustrating when calling a customer service hotline only to be number 280. You have two choices: either hang up and try again or send an email.
One thing’s for sure; you’re never doing business with this company again.
Now imagine it was your company on the other end. You’ve just lost a sale and a loyal customer. They could be one of many.
In an age where information is readily available at the click of a button, consumers want – they demand – an effortless buying experience.
Many businesses make the mistake of thinking taking their product to market is enough. Whether selling digital goods or products, you must market, drive sales and retain customers. A poor customer sales experience can hamper the above efforts and lower the customer conversion rate.
The facts are that 27% of consumers in the U.S. say that ineffective customer service is their biggest gripe. A further 12% rate their top service frustration as “lack of speed.”
Don’t let poor customer service infrastructure keep you from retaining loyal clients and increasing revenue. Below, we’ll explain how to leverage SaaS (Software as a Service) tools to build your brand and business.
Finding the Right Customer Service Tools
Before considering which tools to implement you must ask yourself where your customers need help the most. What do they expect from you? How are your competitors increasing customer satisfaction?
PayPro Global says partnering with a vendor that offers dedicated support around the clock is crucial to customer support success and improved global payment systems.
That way, you’ll be ready and equipped to tackle the challenges your customers encounter.
Below are the hallmarks of excellent customer service:
- 24-hour support to mitigate time zone barriers
- Knowledgeable support agents
- Resolving issues swiftly and efficiently
- Multiple online channels
Personalized Tools
The human element can make a world of difference. Businesses sometimes take the cost-cutting route of employing entry-level workers with no experience. This will harm your business in the long run. Train your staff to create a customer-centric experience.
There are several ways to integrate personalized tools via customer segmentation and targeted marketing campaigns.
Responsive Communication
Time is of the essence and customers don’t like theirs being wasted. Thankfully, there are software tools to help speed up the process.
Community Software
Community software offers a safe, secure online space for customers to interact with service agents. Users ask questions and sift through answers relating to theirs on the community board.
Knowledge Base Software
The software allows you to create a database of frequently asked questions to address common queries of your customers.
Cloud Contact Center
You can offer phone-based support through a virtual contact center operated via browser apps.
Chat Software
These tools often come with chatbots enabling automated support for customers looking for solutions on the fly.
The Future of Customer Care
Customer service trends are moving towards an automated future with the help of AI. However, personalization trumps everything.
McKinsey & Company says companies are battling to transform their contact centers to adjust to various technologies. The biggest disruptors are AI technology. What was once a human-centered industry is fast becoming digitized and automated.
When the organization started monitoring the sentiment among customer care leaders a few years back, customer experience and core operations topped the priority list.
Even though young digital natives make up the bulk of consumers, a McKinsey survey found that 3,500 respondents preferred live phone conversations with customer support.
Consumers also want to use different channels to communicate with a company or brand. For example, along with live phone calls, digital chat services and email are the preferred channels. Surprisingly, social media ranked relatively low.
Closing Notes
The advent of advanced digital technology has allowed us to improve many aspects of business practices. It’s how you leverage the power that counts.
The job of SaaS tools is to automate and innovate. Digital integration is the future, but the human touch remains important. AI is crucial in this process; finding the right balance is key.
Invest in SaaS solutions that improve the customer experience, increase brand loyalty and encourage revenue growth. Smarter scheduling and automation will help you reach your goal faster.
Customer service demands a cautious, dynamic approach. Find tools that optimize functionality and accessibility.
A happy customer is a loyal customer, so aim to encourage their return. This means you must have a better-than-good customer service strategy.
Do your research before investing in any tools or platforms. Don’t forget, the personal touch eclipses everything else. Lastly, always ensure customer communication is responsive and thoughtful.
