5 Ways Brands Can Improve Customer Service Via Technology
Today’s customer has increasing demands from businesses. Customer demands are not the problem though. Companies need to change and modify the way they do business, along with the way they treat customers, to achieve the level of success they desire.
In short, as customers expect more from companies, businesses and brands need to step up to the plate to meet those challenges. The good news is technology can help brands achieve this. Here are a few ways companies can achieve these goals.
1. Provide Mobile Access That Simplifies Their Tasks
Customers want and need information. They want an easy way to get that information and connect with businesses. A mobile app is an exceptional and often must-have tool for businesses. Customers expect mobile apps to provide information while also allowing the customer to interact based on their need. JetBlue’s and JustFly’s apps are good examples of hands-on tools customers can instantly access and use to get everything they need for traveling. It is all in one location.
2. Take Responsibility For Your Business And Its Actions
Your employee made a mistake. It happens in every company. Or, perhaps the mistake, miscommunication, or oversight was company-wide. No matter why it happened, you need to communicate with your audience that you are sorry it did. Social media is an excellent way to apologize quickly. Many brands use social media as a way to solve customer complaints – especially when those complaints come in through the platform. For example, Pizza Hut routinely answers customer complaints nearly instantly on its social media sites.
3. Communicate A Solution
When it comes to ensuring your customer’s needs are met, one of the most important things to do is to say you’re sorry. But, then, customers want to see you make it right. When Samsung’s Galaxy Note smartphones caught fire, they explained the problem on all social platforms. They apologized, and they replaced the phones. When it comes down to it, customers just want to know they can trust a brand to make it right.
4. Provide The Best Tech Service
When your product fails to deliver or a complication arises from its use, the first thing your customer wants is for you to solve the problem. Even if it is their lack of understanding how to use it, they need you to provide exceptional service to just fix it. That is not always a simple solution. In many cases, the first step to fixing a problem like this is to provide over-the-phone or over-the-internet support services. Some companies are known for providing exceptional tech service like this.
For example, Apple is known for providing quality tech support. Dell’s support services are considered ideal. Best Buy even provides Geek Squad support as a component of a product’s purchase.
5. Give Them What They Really Want That No One Else Offers
Google, as hard as they try, may not be able to return the answers to everything. At least not answers that you can be sure are accurate. For example, math. With two kids in school, and hardly a math whiz, I can appreciate the value of online help when it comes to this subject. Well like most things today, there’s an app for that.
Another niche student-type service that provides answers within minutes is Studypool; an online marketplace that is looking to disrupt the online tutoring industry by offering students access to over 20,000 tutors around the world 24-hours a day. The marketplace allows students to post specific homework questions that Google might not be able to return the answers to, and get a response within minutes.
As to what the future may bring, earlier this year ZDNet highlighted five technologies via a Forrester report that touched on technological changes that could impact customer service by the year 2021:
1. Two-way video
2. Augmented and virtual reality
3. Virtual assistants
5. Connected devices
How about you?
How are you using technology when it comes to customer service?