May 13, 2019 Monday
The digital world of the 21st century has re-shaped the way we do business. Advancements in tech have created the instantaneous global communication that most of us rely on in our professional lives.
Today, we conduct business remotely from all over the world. And while brick and mortar locations are still a big aspect of many businesses, gone are the days when customers and clients need to visit a physical location to conduct business with a company. With the ease and availability of digital tools and e-commerce platforms, practically anyone who has the inclination to do so can run a business and reach their customers from all corners of the globe.
Advancements in communication have made a significant impact on consumer-facing businesses, particularly in regard to customer service. Despite the many new tools available, a Forbes report from 2016 found that businesses lose as much as $62 billion per year due to poor customer service.
Research conducted by Forrester Reports found that customers report the highest satisfaction by telephone (69%) compared to other customer service channels.
With these facts in mind, we have compiled a list of three resources that companies need to use in order to better serve their customers in the digital age.
1. Answering Service for Small Business
Nobody can be in the office to answer calls 24/7. And generally, it’s safe to assume that customers calling outside of normal office hours are not going to be pleased to be greeted by a recorded message telling them that nobody can assist them until the next day.
The solution to this problem? Telephone answering service for small businesses. Commercial answering services for small businesses is essential, especially for high volume businesses and those who do business across time zones. With a live answering service, you can be sure that your customers’ needs are attended to even when no-one is in the office. Many answering services also offer secure voicemail services in addition to professional operators who are trained to handle residential, medical, commercial, and industrial clients. The best answering services will work with your company to design a program that fits your company’s after hours call answering needs. Many growing businesses can benefit from after hours answering services, which often cost less than business owners expect.
2. Remote Tech Support
If your company offers digital goods and services, chances are that your customers will come across some sort of technical issue with your product at some point. Even though these problems can usually be chalked up to “user error,” these customers still need help. For this reason, it may be beneficial to outsource your technical support to a qualified tech support service.
Tech support companies assist businesses and individuals in the use of various software, apps, and devices that keep their operations running smoothly. Tech support services offer support for apps, tablets, printers, and more. Millions of people rely on online tech support when they need help with issues like diagnostics, virus removal, and data recovery. By outsourcing these tasks to a skilled and knowledgeable company who can familiarize themselves with your products or services quickly, you can be sure that your customers’ technical support needs are being well met.
3. Active Social Media Presence
Believe it or not, an active social media presence is one of the most useful tools that companies can use to engage their customers and handle complaints and inquiries. With sites such as Facebook, Instagram, and Twitter, not only can you market yourself to potential customers, but you can also use these platforms as another means for your customers to communicate with your company. Google has embraced this trend in recent years, and customers can now ask questions and leave reviews on your Google business profile. Today, Fortune 100 companies and small businesses alike offer customer support via their Twitter pages.
With these useful tools and resources at your disposal, you will be able to better serve your customers’ needs and tackle any issues they may have with your products and services in a timely and effective manner. Telephone answering service for small businesses, tech support, and an active social media presence are three of the biggest ways that you can improve your customer service and keep your clients happy.