Technology has become an indispensable part of modern living. From mobile devices to smart phones to personal computers, all the way up to ads on LED screens and social media, it can literally be found in practically every corner of our lives. It goes without saying that businesses have tried to find ways to improve their customer service through the use of technology, so much so that customer service has become incomplete without it.
Technology is no longer just a nice-to-have tool, but an integral part of every business arsenal, especially for smaller enterprises with stretched resources and budgetary constraints.
Just how important is technology to customer service at this modern age? Here are three reasons.
1.Technology enables faster and better service that customers demand
It’s a byproduct of technological innovation. Customers expect your business to at least have your own website, where they can know more about what you offer and answer questions about your business, products or services. They expect you to have an email were they can reach you, and they want you to answer questions and concerns promptly on your social media accounts. They want to be able to reach you via multiple devices and interact act with you via mobile phone.
Not only do they expect you to have an online presence, they also demand seamless integration among your online accounts and customer service touch points. And why not? It should be relatively easy for you to check your Facebook account or coordinate with a customer service agent they spoke with about an issue or question. Customers don’t want to waste time repeating something they’ve said before, and expect you to be on top of any issues they have with your product.
2. Technology helps you to improve customer experience
Technology gives you the ability to interact with customers on a regular basis. Don’t miss this opportunity to gather as much feedback and customer insight as you can to inform your next marketing campaign or to introduce improvements to your current products or service. Encourage active engagement with your online followers. Reach out to your target audience. Find out exactly what they want. Don’t take criticisms in a negative light, but as an opportunity to improve.
You can also use analytics or data gathering software to gain buyer behavior without even having to ask customers point blank what they want. The online footprints they leave can also give you valuable insight into what motivates them and why they’re willing to purchase from you, or a competitor.
Technology enables you to delight customers with thoughtful gestures. For example, food trucks that offer credit card payments or other payment options can easily set you apart from your competition. It’s an unexpected but much appreciated feature that makes it easier for clients to buy from you.
3. Technology helps accelerate customer loyalty
By now you should be aware that your primary goal in customer support is to generate loyalty. Focus on your current customers and find out what will motivate them to keep coming back to you. Technology can help you create loyalty programs, and once it’s set up properly, it allows for automation that helps form a lasting, continuous relationship with your target customers. As long as you continue to pay attention to what they want, and implement their feedback promptly, they’ll stick around and even help spread the word about your business. They’ll be your unofficial brand ambassadors, ready to promote your product to their own social circle and thus, gain more customers for you.
Because of its ubiquity, businesses that don’t leverage on technology can quickly be left behind by competition.
Technology has encroached every aspect of modern living, and using it to enhance your customer service strategy will benefit not only the clients you’re serving, but your financial health as well.