2 years ago
Customer Service: The Online Way
Businesses want to provide the best service to their customers and they put their best efforts to serve needs of their customers but they are unable to keep their customers satisfied.
Customers want information
When a customer makes a distress call to his service provider, he seeks information. He wants to know the reason for disruption or suspension of services. He calls a service executive and tells his problem but the service executive only raise a ticket and gives an assurance of quick help.
The customer might be facing the problem again and again but he might not be recall when he faced similar problem. He might try reminding the service executive about the recurring problem but the service executive would be unable to recall what customer want to remind the executive.
The executive would forward the problem to the concerned department and the customer would wait for the problem to be solved. In other words, the customer would remain in dark. He would get a ticket number to follow his complaint. There might be a delay in solving the issue but no one would bother to inform the customer about the delay.
How to inform the customer?
Service executives can inform the customers by calling them but the best way is to involve customers in providing service. Use comprehensive customer service software instead of relying on phone calls. Let the customers report their problems in real time and let the service executives remain free to monitor customers’ posts.
The software would create accounts for customers and it would create as many accounts as there are customers. Every client would get a dedicated account that the client would be able to access as and when required. Customers would use their accounts to access service. They would report problems on their accounts instead of making calls and talking to service executives.
Service executives would go through the customers’ posts. Advantage of using the software is that it would keep separate data of customers. For instance, a customer would be able to see the problems he faced in past and solutions provided by the service provider.
Customers would be able to highlight recurring problems on their accounts. In this way, they won’t need reminding service executives about recurring problems. Customer service software is designed to help customers. It has many user-friendly features. For instance, it can create a knowledge base for service executives and a FAQ section for customers.
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