Customers are the blood to businesses. It is fact that trades solely rely on their customers for survival. Therefore, it is essential for businesses not only value their customers but also culminate a relationship with them to ensure loyalty. This is the only way businesses can be assured of repeating a trade. Businesses can only achieve this by offering the highest quality of customer service. Technology has changed the way businesses interact with their customers. There are a number of technological tools that enhance customer service. Businesses are using technology because it improves efficiency. This is also a very cost-effective method in dealing with customer service issues like complaints, enquiries, and online orders. Through technology, businesses have been brought closer to their customers.
Some of the technological tools businesses may use to enhance customer service are:
Social Media Networks: These create a virtual community between the business and their customers. Questions, enquires and complaints can be sorted very fast using this platform.
Websites: Before social media networks, this was the initial contact of businesses and their customers. Today, it is used as a marketing tool.
E-mail: Emails are the traditional way businesses use to communicate with their clients. This is used either to inform customers of a new product/an improved product; use it as a channel for marketing campaigns; or any changes within the organization. This is the best tool for culminating loyalty.
Every business realizes that you cannot think of customer and not think about marketing. One relies heavily on the other. Businesses, therefore, use technology to enhance marketing strategies as well. They do this by:
Using marketing strategies formed in line with customer insights. These can only be achieved through use of databases and analytical tools.
Automation of majority of services offered by businesses leads to increased efficiency and effectiveness. Businesses have automated most services that touch on customers. Enquiries and questions are being handled more efficiently through software like ZenDesk. Purchasing and online trading has been automated through ecommerce. Websites have been used to automate the initial contact between the business and their customers. Customers can access more information on the business in question through their website.
Technology can be used to either make or break a business. Social media networks are the most dangerous if not used properly. One mistake can lead to a fall of giant businesses. Social network media are platforms for sharing information among the online community. Businesses use social media to build brands and also interact with their customers. Customer support trend is inclined towards community based technological tools like social media networks.
Businesses should aim to create good relations with their customers, regardless of the avenue used. An unsatisfied customer is worse than a wild fire. Most of the technology aimed at enhancing customer service can be used concurrently as marketing tools. Businesses use technology to gain advantage over others. Businesses use different technological tools for different purposes. Thus, what works for one business may not work for another. When dealing with customers, businesses should combine all technological tools available to enhance customer experience.