6 Tech Tools to Better Customer Service

6 Tech Tools to Better Customer Service
youtube.com

The best thing you can do to better customer service for your business is to hire the best customer service reps for the job. The next best thing you can do is give them the right tools—and train them on it! Technology is coming at us at godspeed, and it might seem overwhelming to try and keep up. After all, does it really matter what kind of CRM you have or which cloud tech you use to share and edit documents on SOPs? Yes!

Don’t have time to go through reviews and research the latest, best tech for customer service? Don’t worry, we’ve done it for you. The type of tech tools you need for customer service depends on the type and size of your business, but here are a few must-haves that many businesses can’t live without. Pair them with fantastic customer service reps, and you’ll have a CS team that never quits.

  1. CRM. Also known as customer relationship management software, this is a type of software that analyzes customer data and tracks the customer journey so you know exactly what’s working, what’s not, and where you can improve. There are a number of CRM software options out there, each designed for different industries and sizes. Make sure you choose an appropriate option. For instances, Salesforce offers an amazing option for enterprise-level businesses.
  2. Cloud storage. You already know cloud storage is a great way to backup your personal files, but it’s also a must for the customer service side of your business. Cloud storage lets your agents access documents, edit them (if you allow it), and upload their own anywhere in the world where they have internet access. If you want everyone on board with the latest verbiage for the sales event when talking to customers, or want to ensure all managers have access to the latest training files, cloud storage is the answer.
  3. Automated customer service software. This isn’t for every business and, like perfume, should usually be used sparingly. Automated customer service software is the technology behind automated phone systems (i.e. “press 1 for English” and so on). Customers can be very wary of this software, so make sure if you use it the prompts are short, brief and the whole journey is easy to navigate. Always make it fast and easy to talk to a live person.
  4. Social media analytics. There are hundreds of options, including free and built-in analytics software like Facebook analytics. If you have a social media presence for your business and customer service agents responding to comments and DMs, having SM analytics provides incredible insight. Find out what kind of posts are performing best, how many shares you’re getting, when the best time to post is, and more.
  5. Business-provided phones. If you want your customer service agents to use their “own,” business-provided smartphones to take client or business calls, give them what they need! You can’t expect or ask any employee to use their own personal items for business use. Plus, you want to make sure they have the latest phones, updates, apps and more to provide the best possible service. (Don’t worry, as an employer this is a write-off or business expense).
  6. Google Alerts. Set up Google Alerts and get notifications whenever key words or phrases you dictate are mentioned online. You can include the name of your business, board of directors, founder/CEO, and anything else you’d like. It’s an easy and free way to stay on top of reputation management.
  7. These are just a few of the most popular tech tools to optimize your customer service and business profile. However, the “best tools” really depend on what you need and what works for you! To get prime feedback, ask your customer service agents what would make their jobs easier and faster. You’ll be surprised by their answers, and they might just lead you to a tech tool you’ve never considered before. 

Similar Articles

Things to Consider When Setting Up A UX Diary Study

UX diary studies are a qualitative research method that asks participants to record their perceptions, thoughts, opinions, and actions to a particular prompt. They are typically longitudinal, lasting a few days to a few weeks or even months. In simple terms

How to Improve your Customer Service with WhatsApp Business App

Do you remember the day you went without using WhatsApp? Probably, your answer would be there is no such day. Such is the eminence of WhatsApp. That is why WhatsApp can provide massive business opportunities as well.

Why outsource back-office support services?

Outsourcing back-office support services is one of the most important decisions a company can take to reduce costs, increase operational efficiency, and become more competitive in relation to its industry peers. Companies outsource back-office functions to focus their available resources on core business functions and operations thereby leading business growth.

Tips for Keeping Your Warehouse Accident-Free

Warehouses, major manufacturing plants, and other commercial spaces can be some of the safest places to work, but only if certain steps are taken. All members of staff, from upper management down to temporary workers, have to follow the rules, set a good example, and show initiative where needed.

data cleansing

When you start building a company, the first thing that you will need is the customers that you can rely on, and the problem may occur in this early stage. Acquiring customers is not an easy task, but one can make it happen with an effective marketing strategy.

Same day letter delivery service

This is the article where I talked about the top  5 services offering same-day letter delivery. Same-day deliveries can be quite convenient especially when it’s something urgent.

Business Cards 101 - Things You Need to Know

Sending thank-you notes to your customers or clients is a great way to show that they matter to you and to your business, and a handwritten note sends an even stronger message and can further strengthen your relationship

5 Benefits of BPO Services with Multi-Channel Customer Support

Customers are like babies. They want all the attention of the business provider, whenever they feel like interacting. Moreover, with the on-going trend of personalization, customers want to connect with the business anytime at their convenience. BPO services work best for this purpose and satisfy customers’ demands.

Know the Reasons Why You Should Hire a Customs Clearance Company

Customs clearance is a process which involves complying with the import and export regulations of a country. However, handling the customs process on your own is not an easy task as it is a complex procedure. This is where customs clearance company steps in. It will make sure all the goods reach the destination in a safe and timely manner.