Everybody knows that customer service is central to a successful business which is why most of your competitors are already offering a great customer experience. It’s the biggest focus for most companies which is why being great isn’t enough anymore. If you want to set yourself apart from your competitors you need to go above and beyond. The easiest way to do that is to use new, innovative customer service technology. That’s the way to provide a customer experience that your competitors cannot match. These are some of the best customer service innovations that you can use to take your business to the next level.
Live Chat Bots
The expectations that customers have these days are a lot higher than they used to be. We might have been content with calling a customer service line during working hours in the past, but these days we want to be able to get in touch at any time of day or night. You could always pay staff to be available all night but that’s going to cost you a lot of money. A far better and cheaper alternative is to use live chatbots. These incredible pieces of software can mimic a real person and answer most general questions fairly easily by using a database of information that you supply. As well as giving customers access to your helpdesk around the clock, live chatbots can reduce the amount of paid customer service staff that you need to employ. Often, customer service staff are answering the same questions over and over, but if you’ve got a chatbot to do that, you free up time for your staff to deal with the more complex queries.
If a customer has a fairly technical issue with a product and they’re trying to explain it to a customer service representative over the phone, it can be incredibly difficult for both parties and the customer is likely to get frustrated. If you could send somebody round to look at it in person, it would be a whole lot easier. But it’s also expensive and time-consuming to do that. What you can do, however, is video call. If you use mobile collaboration services, you can easily set up calls with customers, making it so much quicker and easier for your staff to solve their issues. It’s a win-win because the customer is happy and you make life a lot easier for your staff.
We’re hearing a lot about cybersecurity these days but people don’t often think of it as a customer service issue, but it absolutely is. Consumers are increasingly concerned about the safety of their information and they’re only willing to deal with companies if they’re confident that it’s protected. When you’ve got a good level of security and you can demonstrate that to them, you give them peace of mind which massively improves their customer experience.
These technological innovations will help you to deliver a customer experience that beats the competition every single time.