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New Technology That Allows For SMEs To Improve Customer Service

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Technology

Introduction. SMEs are the engines of the economies. They hire far much more people than the larger firms, and they make up a significant portion of national economies. Most of these SMEs struggle with lower customer service tools and techniques and poor customer service training.

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This significantly hampers their goal of reaching out to a greater number of potential clients. There are cheaper, faster and newer technologies emerging from the recent tech boom that can significantly enhance customer service experience.

1: Help Desk Software

This software makes it easy to receive, track, index, and resolve customer complaints within a single system. They are designed to handle incoming queries from all platforms including emails, fax, social media and phone calls. Help desks reduce the cost of customer service training and the number of staffers needed to serve hundreds of clients at a time.

One of its principal features is knowledge bases where the most shared and recurring problems are written down, and their resolutions clearly spelled out. This helps customers to exercise self-service through their own portals on the firm’s site.

2: Social Media

Facebook and WhatsApp have more than 1 billion users, Twitter and LinkedIn have over 500 million each while Snapchat, Weibo, and Tumblr average 300 million users. This means any query, complaint, clarifications that are posted are accessible to millions of customers worldwide.

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Social media has boosted the customer service profile of many small firms and destroyed others. In fact, social media is the most robust customer service training and operational platform currently given that it carries the most immediate impact. It’s critical to assign the responsibility to designated person so that timely and appropriate feedback are relayed promptly to the customers.

Technology

3: Company App

Apps are the future of communication and profiling for small businesses. They are simple, easy to manage & maintain, and they are quickly replacing websites. Apps are easily customizable, and they can also serve as company brands.

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The best part about apps is that they make it easy to run knowledge bases and self-portals for clients in them. This greatly enhances self-service and in turn, reduces the number of inquiries that comes through to you. Well-developed apps with few bugs and great user-friendliness are the best customer service platform you can have.

4: Live Chat services

For most clients, walking to your store or calling the company phones are the least desirable things to do. For such clients, the LiveChat option on your site is the best customer service technique you can have.

Studies have shown that livechat customer service platforms receives the highest ratings on satisfaction. There are popular livechat options like FreshChat and that you can integrate into your site. The best part is that nearly all customer service platforms are seeking to integrate livechat options into their applications.

Technology

5: More Sophisticated Databases

CRM are the most needful applications for any small business that services customers. However, most of these small firms have not been able to combine these databases with more sophisticated systems.

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This could include allowing your customer representatives to access back-end content that will enable them to enhance the client experience. A larger IT databases with different levels of access for different staffers is the best way of going about this. Some of the best CRM databases include Salesforce, Marketo and Microsoft, Dynamic CRM.

6: Digital Feedback Systems

One of the most critical aspects of customer service is receiving feedback. Reviews, prompts, complaints, and claims which are a wealth of resource that can enable you to understand the client and tailor your products to suit their needs.

However, most small firms haven’t adopted the applications that can encourage, capture, index and store this kind of content. The technologies here could be, a form on your site, feedback on online retail sites like Amazon and eBay as well as feedback systems like TruRating, OpinionLab, Polldaddy, and BBB.

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7: Online Payment Methods

The best customer service technology you can activate is proper online payment methods. Lots of customers now pay for commodities through cards and electronic transfers. Most clients simply order items from the hundreds of online retail sites and hope that they can pay via electronic cards.

In the absence of such a service, they will simply move to your rival’s sites. The transfers will need secure payment apps on your site to prevent card frauds and phishing.

Conclusion

Few apps and plugins are unique to your industry or nature of the business that can improve customer service. AT the end of the day, customer service is about a culture that values clients not just a site or programs that seek to smoothen the customer experience.

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