How Technology Improves Customer Service

Having a customer-centric business strategy has never been more crucial due to technology providing a voice for the consumer. In order to satisfy your customers, and help gain repeat business, it’s wise to continually search for new ways to improve your customer service; asking the question “What could we do better?” Business solutions from Welcomm help you answer this question, solve common challenges and improve your service strategy.

“1 in 5 inbound calls are abandoned”

Improve Customer Service

Losing a call is a missed opportunity to support a customer or gain a sales lead. This does not bode well for a business’s customer service reputation or their bottom line. Moving to a cloud-based telephone system will not only bring quality and disaster recovery benefits, but it also opens up the opportunity to view how calls are being handled within your business, through products such as Akixi or SIP Trunk Call Manager. There is a growing requirement for more in-depth reporting to analyse who’s handling your calls in real-time, seeing which are dropped, abandoned or transferred. This helps you learn how daily operations can be changed to support customers better and seize every incoming opportunity to increase revenue.

“Text messages have a 98% open rate; email has a 20% open rate”

Increase Customer Touch Points 

With more individuals becoming reliant on mobile phones within their everyday lives, a successful platform for reaching customers is Business Messaging. Your marketing team can  text current promotions, appointment reminders or survey questions direct to your customers, increasing the number of touch points to support your customer contact strategy. The service also proves an internet portal to help measure the success of your campaign by showing delivery rates, sending times and content validation options.

“86% of customers will pay more for a better customer experience”

Streamline Operations

Digital technology has stormed in the B2B space because it improves operations, saving time and money in the process. A hugely beneficial solution is digital forms, from Inkwrx, which allow you to generate, save and send your own multi-purpose business forms on the go, capturing customer data and sending it back to the office within minutes. When your field based employees are out completing a job, customers will benefit from accuracy of data being fed back for processing, resulting in faster customer service from start to finish.

For more information on how these solutions can benefit your business strategy, please contact our specialists on 0800 064 64 64.  

Source: HelpScout.net (2016)

Written by Keegan Stanton and Katie Ford