Any company who wants to earn revenue and stay in business must have a quality customer service in their day-to-day operations. This is an essential component and requires special attention. In the world of social media, angry customers with their fingertips cab vent their frustrations about their poor experience with customer service. This can put the reputation of the company in jeopardy.
Conversely, a satisfied customer can turn the tables for you in a good way and refer your company to friends and family. All the front desk employees deal with customers face to face and pay a pivotal role in guaranteeing excellent customer service. For example, servers in the restaurants, grocery or tech store employees can provide valuable feedback on what your customers need.
However, an effective customer service system has multiple channels for clients to contact the company to meet their requirements. Knowing your customer base intimately will help you determine the types of customer service channels most effective in securing their loyalties.
Self-Service through a knowledge base
The waiting times whenever you call customer service are too hard to handle and that’s why many customers are comfortable searching their queries with the help of a knowledge base. This gets them easy access to all the information they need for quick answers to all their questions. Most importantly, they do not have to wait for an agent to respond. The knowledge bases when well organized have rich descriptions, videos, and instructions. They do not require any huge monetary investment.
However, there is only one downside to this. The customers might have certain unique queries not included in the knowledge base and require constant updates according to company policy and procedures.
Live Answering Services
Many third parties provide services in handling live phone calls. For example, a customer wants to know about the prices and plans for Cable so he calls spectrum customer service phone number to get the help she needs.
In case the Cable Company does not have an answering service or respond to the customer’s call in time, he might get annoyed and write poor reviews about the cable company. Moreover, the answering service is usually controlled by AI where it picks up the calls, records the problem, and gets customer the required help.
With a live agent, the customers expect friendliness, speech clarity, and quick service. So make sure your company is well-equipped in all of these departments.
Live Chat Support
Are you one of those people who prefer text over talking on the phone? Then live chat support is an excellent option for you to get all your issues resolved. It depends on the hour but usually chat support agents are available 24/7 to get you the immediate support you need.
For this method of communication to work, Live chat support agents must have excellent communication skills to handle all sorts of inquiries during the time of high-volume. In case the agents are not available, you can always switch to alternative channels to get all the questions answered.
Email support is another fast way to answer all the questions for customers. It is very cost-effective, all you need is an email address for customers to contact your staff. With the email, your staff can attach links and provide the specific information a customer asked for. However, customers don’t have the patience to wait forever and you need to make sure that all the queries are dealt with within a day or two.
Social Media Support
We are hooked to all those social media applications 24/7 and we prefer contacting all the companies through that platform. The presence of a company on social media, whether it’s Facebook or Twitter, is quite crucial these days. Their presence has led customers to use the company’s social media to inquire about products and services. They can easily review the products and can play an important role in making or tarnishing the reputation of the company.
This is the biggest flaw in social media support. However, you can win customers over by publicly addressing their concerns with diplomacy and honesty. They get a sense of belonging when you even attempt to address their issues.