Laura Johnson, a friend of the Founder Institute network, explains the importance of improving a company's customer service and the various ways they can keep their customers happy in the guest blog post below.
Customer service is a critical aspect for any company and it can always be improved upon. For companies that have call centers, this is even truer. Aside from having great customer service representatives, they also need to have contact center software. They need equipment that will enable them to handle and manage each interaction with customers; they also have to be able to report on those interactions from each one of their communication channels so that they will be able to match them with the best resources that are available.
Technology
One of the main things that businesses today need to thrive is technology. This has gotten to be a world where we cannot seem to live without tech innovation. You certainly can’t grow a business without it. This holds true for any business, not just those focused on customer service…although, in order to have good customer service, you will need to have the right technology. You will need things like:
- Document systems
- Telephones
- Mobile devices
- Computers
- Security
These are just the basics too. You will also need to have great people to run that tech.
Social Media
Marketing and advertising have seen a boost recently on sites such as Twitter and Facebook. These are also emerging as critical platforms for customers to ask for and receive customer service. In fact, if you go to the Neilson’s 2012 Social Media Report, you will see that almost half of the consumers in the United States were using social media platforms to not only ask questions, but also to complain or rate their satisfaction. Furthermore, nearly a third of them stated their preference for using social media as opposed to the telephone.
This is called “social care” and it is not a concept that is novel. However, providing support that includes social media can be challenging for businesses while it can also be a chance to positively affect customer loyalty and sales. The thing is, expectations for customer service rise by the year and consumers want an experience that is seamless from the showroom floor right to their Facebook timeline. If your business is not in place to offer that, you are losing customers.
The Importance of Customer Service
What do you think the most critical aspect of any business is? What one thing can make or break your business like nothing else? You already know the answer and it happens to be one of the things most failing businesses have in common – the dedication (or the lack of it) to providing a helpful and friendly customer service experience to each and every customer each and every day.
It doesn’t matter what kind of business you have, customer service is your key to longevity and sustained success. Each potential end – user, subscriber, client, and customer is representative of the future of your company. Essentially, your customers are in control of the fate of your company. Businesses that provide their clients with customer service experiences that are excellent, before, during, and even after the sale, ae businesses that will be around and thriving for years down the line.
If you want your business to succeed – and isn’t that the point? – you have to strive to provide your customers with customer service that is top of the line. You have to have all of the tools to be able to provide that service too. From the technology, to the platforms, to the smiles behind the voices on the phone or the people at the desk, you must possess every single thing.
Laura Johnson is a part time blogger and full time adventurer. She enjoys writing about anything that sparks her interest. This especially includes her passion for business and branding!
(Customer Service Call Center Agent Care Concept image by Shutterstock)
