Separate your business from your industry rivals by providing a consistent level of exceptional customer service. With technology playing such an important role in modern communications, we have chosen to look at the 4 most innovative pieces of tech that can improve your customer service. These will meet or exceed your business goals.
- An Omnichannel Service
Customers can easily become frustrated when having to repeat the same issues to a supplier, which can result in them turning to a competitor. An omnichannel service can fortunately prevent this from happening, as a B2B customer can take greater control of their orders. For example, they can use B2B customer portals to manage their account at their leisure to make a repeat order, review their historical information, edit their personal details, track their deliveries, manage invoices and easily raise queries. The improved customer service experience can also increase customer satisfaction, which will allow you to maintain their loyalty and may encourage word of mouth.
- Social Media Marketing
Social media is not only a powerful tool to showcase your brand, but it can also develop a solid business-customer relationship. Platforms such as Instagram, Facebook, Twitter and LinkedIn make it simple for both B2B and B2C brands to connect with their existing and potential customers 24/7, without overwhelming an audience. In addition to providing helpful content through blog posts, infographics and how-to videos, you can also engage with your followers via comments and direct messages.
- Big Data Analytic Applications
Big data is transforming businesses for the better, as it can improve internal operations and communications. Companies can utilize the large volume of data to gain an insight into consumer behavior, trends, common issues and personal preferences. A business can then leverage data analytic technologies to improve the customer experience, as they can create a personalized service to build a long-term relationship. What’s more, big data allows businesses to predict what a customer may need in the future, which will allow them to resolve many problems before they occur.
- Marketing Automation
Allow your company to work faster, smarter and more efficiently with marketing automation. Your marketing team can therefore schedule communications on various online platforms, such as social media, email and your website. Automating repetitive tasks will free up your team’s time, so they can focus on developing meaningful relationships with your customers.
All you need to do is schedule various compelling social media posts, email marketing newsletters and blog posts, which will be published on a time and date to suit your business. The team can therefore focus its efforts on answering direct social media or email messages from customers, or answering phone calls to discuss a purchase, complaint or customer enquiry.
Continually improving the customer service experience should be a primary objective for your organization. You should therefore utilize the many innovative technology solutions available to help gain and retain your loyal customers.