The Time to Start Providing Personalized Customer Service Is Now
This post was last updated on November 29th, 2019
Dealing with customers can be a challenging proposition. And for customers who try to negotiate through ineffective and inefficient customer service departments, the experience can be even more frustrating.
Combining an angry customer with a poorly designed customer service system is a recipe for chaos. Not only will the company lose their customers, but disgruntled employees will look for positions elsewhere. Providing a stress-free customer service environment starts with the right customer support tools and a system that allows the customer service representative to work with the customer to quickly and easily resolve any questions and deliver a fast solution.
So how exactly can you do that?
The basics
Often a small or medium business owner is dealing with so many other issues — and simply trying to keep their business afloat — that customer service gets pushed aside. But when customers are involved, procrastination can lead to disaster, so the time it takes to set up a personalized customer service system will more than pay off in creating satisfied customers.
Companies are likely spending substantial amounts of money trying to find new customers. In fact, companies often spend so much time trying to grow their businesses and focusing on attracting new customers that often they overlook the value of their existing customers.
They forget that it is much easier to persuade existing customers to become repeat buyers than it is to bring in new customers. By empowering customer service staff to make their number one priority to take care of customers, a company’s ROI increases exponentially.
The right software
A key for many businesses, both online and offline (with an online presence) has been to integrate a Zendesk call center. This allows customer service reps to rapidly solve customer service issues and turn what could have been a problem into a positive customer experience.
Although Zendesk is an excellent customer service management tool, integrating an omnichannel cloud call center solution helps increase efficiency, and even better, builds brand loyalty and value with every positive customer experience.
By giving customers smart, positive experiences, businesses not only create long-lasting loyalty, but they save time and money by allowing their employees to take ownership of a customer’s ticket, and successfully provide answers or escalate the situation.
Cloud call center software uses the power of artificial intelligence (AI) to quickly resolve questions that customers might have. In many cases, a customer will receive their answer without any interaction with an agent.
If there are any further questions, an agent can easily pick up when AI hasn’t been able to resolve the issue. Cloud call center software allows the agent to take ownership of the customer’s ticket and establish a relationship with the customer until the ticket is closed and the issue resolved.
This software often integrates with the Zendesk call center, allowing the customer service agent to interact with the customer in a variety of ways. It’s not just filling out a ticket or an online chat anymore. The ability to seamlessly communicate with a customer through a variety of channels, including online chat, email, phone, SMS, text, or video creates a better experience for both agent and customer.
Other considerations
The customer experience isn’t just the product, but the service and how they are treated from end to end. Great customer service isn’t just a good business strategy, it’s a critical element and the difference between a successful business and a mediocre one.
By integrating customer service software, a business can successfully provide personalized customer service, create a customer-first approach, and save time and money. They also can empower their customer service representatives by providing the tools necessary to resolve a customer’s issues and achieve a high degree of customer satisfaction.
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