Alternative customer service platforms
Inbound call centres aren’t the only option for providing customer service. In our digital world, your customers are increasingly comfortable with online communication.
Include your email address on your company’s website, and it should be available across other platforms as well. Measure success in speed, accuracy and completeness of the response.
Social media for customer support
Based on the Twitter exchanges, the company can see the immediate impact of issue resolution and public feedback. Comments can provide valuable information and need to be noted. Problems become an awareness campaign of how responsive the company is and how they listen to their customers.
A well-thought-out frequently-asked-question (FAQ) user guide provided online on social media websites and your company’s website is a very effective solution. It allows consumers to find their answers to their issues.
Mapped out step-by-step guides provided for customers to address their concerns on their own. It lays out various possibilities that can occur and detailed solutions. This may also include help videos.
Customers are posting their responses to questions posed by consumers who are searching for answers. These forums provide valuable information to companies to note repeat issues to what clients like or suggestions for future products.
These last three methods are very low-cost customer service solutions. They may not appeal to every age group. Millennials view this type of service as robust. It is important the companies monitor these sites to ensure posts are appropriate and to gain useful information.
Also, it is imperative to update sites as soon as more details become available. Consumers judge businesses negatively for neglected sites.
Note that any point of company contact will be judged harshly or favourably depending on the attentiveness, accuracy and courtesy of the customer service representatives.