Customer service, or ‘the assistance and advice provided by a company to those people who buy or use its products or services’ is an integral component of the operations of any modern day business. When discussing entrepreneurial exploits, there is a general tendency to focus on profit margins and internal operations, and the fundamental facet of customer service is sometimes left in the dust. In a world where mobile devices and new technological innovations are continuously shifting how companies operate mistakes such as this are becoming much more costly. Clients are increasingly fickle, and, with so many options for products and services on the table, just one misaligned customer experience can lead to the consumer exploring other options. With decades of experience within the field of telecommunications, Algo Communication Products Ltd. has spearheaded consultations with a variety of organizations looking to re-shape how they provide customer service, and always yield outstanding results. In order to save your business time (and money), we have thrown together some advice on how to avoid the biggest mistakes people make while developing an efficient and user-friendly customer experience system.
One of the most important things that should be addressed when examining potential upgrades revolves around multimedia access. As mentioned, consumers are relying more and more on mobile devices. This doesn’t mean that you should only focus your strategy around cell phone purchases. A cohesive customer experience strategy should instead address all types of media access including voice, social media, web chat, SMS, and mobile. With such a broad spectrum of channels available to your client base, your organization must be prepared to address customers across as many of them as possible. Adopting a multimedia strategy is one that not only keeps consumers engaged, but will also promote their loyalty over time.
Choosing software that overlaps seamlessly is another recommendation that can inherently adjust how clients view your enterprise. While it may be tempting to choose applications that are from multiple vendors in an attempt to save costs, always be sure that these systems are able to cooperate in an efficient manner. Nothing will lead to more frustration for both you and the customer than web-chat systems that don’t properly integrate with your internal CRM, with load times effectively discouraging both parties from partaking in future interactions. Algo has plenty of experience with dealing with such systems and devices, and would love to provide input if you have further questions.
The aforementioned emphasis on collaborative software segues perfectly into our third and final customer experience pitfall: failing to save a client’s history. Since many organizations offer products and services that require more than one simple interaction to provide to consumers, it is vital that these companies keep a clear and detailed history of customer preferences. We recommend that it is best practice that organizations try to keep records of interactions held with clients across all different channels. Nothing is worse for a potential buyer than having a conversation over one channel, only to have to repeat the same information through another. By keeping integrative software on hand as well as training your customer experience team effectively, you can ensure that your valuable client base receive the positive experience and service that they deserve.
From telephone calls to responsive SM systems, the capacities for companies to provide an exceptional customer experience are continuing to expand. In order to keep up with this positive trend, businesses must learn how to adapt. By understanding and practicing the aforementioned steps, we here at Algo promise that you are on the right path to offering customer service that exceeds that of your competitors. For more information regarding upgrades or the future of the customer experience, don’t hesitate to reach out to us.