Technology has revolutionized customer service. The fact is that the customer service landscape had changed significantly due to the introduction of many technology tools. In this post, you will learn about seven customer satisfaction methods and technologies that can result in improved customer experience and profitability.
1. Mobile Customer Service
Customers today expect mobile customer service. Companies can use the means of customer satisfaction to create mobile apps with live chat integration. This will allow customer service personnel to provide assistance to customers on their mobile devices. Mobile customer service offerings can be a significant differentiator resulting in increased customer satisfaction.
2. Online Self Service
Self-service is a new trend that is becoming popular in the customer service sector. Nearly 70 percent of customers surveyed indicated that they wanted to provide self-service to customer service personnel, such as an online knowledge base (KB), a wiki page, or a Frequently Asked Questions (FAQ) page. This customer satisfaction tool will not only improve customer service, but will also reduce the load on existing customer service personnel.
3. Geo-Fencing
Geo-fencing is a relatively new customer service trend, which has been gaining traction over the years. As one of the ways of customer satisfaction, it involves the incorporation of real-time information into the in-store of customers' smartphones. Geo-fencing applications combined with analytics can provide the company with impressive insights that can help improve customer service.
Suggested Read: 7 Tips to Handle Angry Customers Through Live Chat Platform
4. Online Web Chat Support
Online surveys have shown that the majority of customers today expect a live chat feature. Live chat support should be a customer satisfaction tool. Web chat support integration with a website allows companies to provide real-time customer support. This leads to increased customer service and retention.
5. Online Forums and Social Media
Customers today are digitally connected. A lot of customers spend most of their time in cybercrime. Companies need to connect with customers through various online channels and forums. These channels are the right customer satisfaction tools to raise awareness and provide customer service.
6. SMS Text Service
SMS is used by almost every smartphone user. Given the potential of SMS as a customer satisfaction tool, companies need to invest in SMS for enhanced customer services. SMS text support allows customer service personnel to quickly and more effectively handle customer queries via phone support. While this service may have better customer service, it is important to get approval from customers before implementing this feature.
7. Customer Portal as one of the Methods of Customer Satisfaction
A customer portal allows a company to provide dedicated customer support. Customers can log in to the portal to view purchase history, monitor their orders and receive personalized customer service. This customer satisfaction tool can result in greatly enhanced customer service resulting in increased loyalty and repeat business.
With the above customer satisfaction methods, you have the power to
provide exceptional customer support service. Using the technology tools listed
above will improve customer service, thereby improving revenue and
profitability.
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