By Jessica Sanders, special to Overdrive
Customer service is changing all the time, and you risk losing out if you don’t change, too. While some customers simply want to reach a human on the other end of the line, others want to live-chat you for a quick answer or tweet you a question. Because of this, it’s important that you diversify your customer service options to appeal to each customer – both tech savvy and traditional.
“‘The experience that individuals have with a company and then what they hear from friends and family influence their perception of and likelihood to do business with a company,’ says Megan Burns, a senior analyst at Forrester Research.” – Inc.com
Your Call Center Script
If you’ve turned to or considered customer service call centers, it’s safe to assume you’re receiving a high volume of calls that can no longer be taken in the office. While outsourcing your inbound phone interactions is a legitimate alternative, you don’t want your customer service to suffer. Thus, it’s critical that your script is natural and customizable.
- Have it written by someone with a casual writing style, as to avoid sounded scripted.
- Work to naturally build the relationship before solving the problem.
- Focus less on a full script and more on the customer journey. CallCentreHelper.com suggests, “In my experience, some flip-chart paper and blue-tack is ideal here because it’s quick and visual.”
Social Customer Service
Customer service is no longer the simple act of answering questions, it’s engaging with your customers to show them that you care about them and their needs. According to SocialFresh.com, “59% of organizations have adopted Twitter as a channel for social customer service; and 60% have adopted Facebook.” So what can you do to enhance this side of things?
- Offer live chat on your website. It’s an easy way for you to interact with customers looking for a quick fix.
- Respond to customer emails with a hand-written reply, using their name and other details.
- When a current or potential customer tweets you, or writes on your wall, respond – always.
The Right Software
The last piece of your customer service puzzle is making it seamless from any customer looking in. There are a variety of ways to accomplish this goal; however, the most effective is implementing a process using Customer Relationship Management (CRM) software.
- A quick flow of saved customer information makes all your interactions more personable.
- Archive customers’ emails within the software to draw up recent interactions quickly and efficiently.
- View social interaction to address previous discussions or missed opportunities.
The face of customer service is evolving every day as your customers’ needs change with the ebb and flow of this tech-driven society. To provide the best customer service, you have to be where your customers are. Whether that means engaging in social customer service or sticking to the traditional phone call fixes, be sure you are available at every avenue of communication.
Jessica Sanders is an avid small business writer touching on topics that range from social media to business management. She is a professional blogger and web content writer for ResourceNation.com.