2 years ago
New Online Ways of Providing Customer Support
Customer service has gone online. It has become multi-channel service as it is present on social media. Customers can access service through their social accounts in addition to phone calls and emails.
Better customer service is a prerequisite to business expansion. Expansion would add more customers and if a business isn’t able handle its present customers then the expansion would do no good for the business. On the contrary, it would reduce its credibility.
What should a business do to improve its customer service?
It should provide live multi-channel customer support through phone calls, emails and social media. Let the customers choose their ways to access service. Restricting customers to phone lines and emails would be restricting their ways to access service.
Some customers might find phone calls easy way to access service and others might be happy with email support but there might be customers that aren’t satisfied with phone calls and email support. Live support stands for real time help and it is possible only with phone calls and online chatting.
Phone calls have drawbacks
Service executives often find it difficult to understand what customers want to say. It is difficult to understand mumbling and muffled voice. If the voice isn’t clear then there might be communication gap between customers and service executives. Also the service executives act as mediators between service team and customers. They pass information from customers to service team.
Advantage of online support
It would bring the service executives, service team and customers on common platform. Customers would post their requests and executives would reply to the posts. The live multi-channel customer support service team would keep busy in providing solutions. Online platform would highlight important issues and also it would create a databank of requests and complaints made by customers.
Online platform has two parts that are service and education
Service: It would serve needs of customers. Customers would be able to access service in a hassle free manner. They would need making posts on the software to get service.
Education: Software can create a knowledge bank for customers. The knowledge bank can contain general information about the business and common problems that customers might face. Customers can access the knowledge bank to get general information and also to find solution of common problems.
Live multi-channel customer support can help a business expand without worrying about its customer service. Live service would keep its customers happy and happy customers would give positive testimonials. Improved customer service would improve credibility of the business in the long run. A business would be able to expand only when it is able to provide satisfactory customer service.
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