Customer service is on the mind of every business owner today. It’s one of the last arenas where you can set your business apart from your competition. To achieve this goal, you need to deliver truly outstanding customer service.
It’s why you’re investing in your customer care. You’ve thought about the team you bring together to work with your customers, how you train them, and even the policies you have surrounding customer service. But have you thought about contact center technology?
An Essential Service
A business without a contact center will struggle. Customers unable to contact you quickly and easily about questions or issues they’re having are likely to become frustrated. They might seek out one of your competitors in order to receive better service.
As more emphasis has been placed on customer experiences, providing a contact center is no longer a nicety reserved for big companies. Even small businesses need to offer their customers top-notch support.
Of course, it’s a big proposition, especially for smaller companies. One way business owners deal with this reality is by outsourcing their customer care to the experts. Another concern should be technology.
The Technological Revolution
The world has undergone a vast telecommunications revolution. Today, people carry the internet around in their pockets, connecting anywhere, anytime.
The same technologies powering smartphones are also used in many other ways. One application is the delivery of contact center services. It only makes sense, since contact centers revolve around telecommunications.
Today, “call centers” have evolved beyond the telephone, however. Many incorporate text messaging, webchat, email, and even social media as methods of communication for customers. Some even offer self-serve options, such as a FAQ section on their websites.
The advances in computing and telecommunications are the drivers behind this revolution in the contact center.
Delivering Better Care
With the advancement of contact center technology, most businesses no longer have an excuse for delivering poor customer service. In the past, you may have been able to say your phone lines were only open between certain hours. Now, customers might email you in the middle of the night. While you may not get back to them immediately, they can still get in touch when it’s convenient for them.
Technology has made it easier for your customers to contact you when they need to. It’s also made it easier for you to respond. Technology is also behind other trends in contact centers, such as multiple centers. Other technologies include the use of artificial intelligence to help customers work through common questions, as well as queuing systems that allow you to call customers back when it’s their turn.
All of these advancements translate into better care for your customers.
Getting the “Right” Care
It would be easy to just add every service under the sun—from webchat to texting to an auto-assistant to answer common questions—and say you’re offering your customers great service. Unfortunately, not only would this be prohibitively expensive, it also wouldn’t guarantee you were giving your customers the service they want and need.
Instead, business owners need to choose the right contact center technology to deliver the care their customers expect. For example, if your customers are all Millennials, offering webchat and social media services might be a better plan than offering phone and email services.
It’s All about People
You must also consider people. Even if you employ all the best contact center technology in the world, you can still deliver poor customer service! Make sure your team knows how to effectively use the technology you provide. You should also provide training on the use of technology and providing customer service.
With the right contact center technology, your customer service representatives can deliver better care.