5 Ways to Accelerate Innovation in Customer Service
Modernise your approach to amaze your customers!
Innovative customer service is the fundamental differentiator in the current competitive market. The concept involves connected customer service, collective smart work, mobile experience, social presence, and the ease of accessibility given to the patrons. With the integration of technology, companies are moving ahead towards a new dawn that makes their work easy and yields profitable results.
The above stats clearly indicate the need to have customer service operations in place to meet their rising expectations. Presenting five ideas to get your foot in the door of innovative customer service:
1. Keep your homework ready.
Needless to say that data is precious and knowledge is power. From the day one itself, capturing every interaction with your customer creates newer opportunities for future engagement. It emboldens your service executives’ confidence to help and oblige the customer every single time with relevant responses.
Moreover, a centralised collation of information comes handy to the agents to prepare themselves well before connecting to the users. It gives an insight to the customer’s purchasing history, service calls, complaints, etc. A comprehensive cloud contact centre is the ideal tool to furnish those successful communication calls.
2. Familiarity is attractive.
Building a level of trust is very important if you aim to retain your customers. And it’s never easy to hold on to them. It’s a jungle out there and it takes a whole heap not to let them get diverted to your competitors. As per human psychology, humans tend to believe and connect easily with the known people.
Having a specific employee or agent to assist a particular customer throughout his case journey shows a positive inclination. An organisation can expect more repetitive business by ideating dedicating employees to establish and maintain customer relations. The same also holds true in the case of customers earned with referrals.
3. Be clever, or it’s never!
Technology is making the world smarter and there is no option to lag behind in leveraging the offered benefits. Predictive analysis and business intelligence have taken the game of innovative customer service a level up! The personalised and targeted approach seems to be widely accepted and appreciated strategy.
Investing in customer service solutions provides a two-way street to increase the productivity of your staff and boost your sales at lower operating costs. It’s a wise move to keep up to the SLA’s, utilise the power of automation-driven actions to strategize and deliver an outcome, and make future decisions for quality improvements!
4. Remember your representatives.
Innovative customer service begins not by simply targeting your customers, but firstly focusing on your in-house customers – your employees! They are your brand evangelists and hence they must be well-acquainted with what your company has to offer to the customers. Engaging and empowering your employees is extremely important to carve out a niche in the market.
Help them with the required technology, foster a customer culture, and free them to be open and original, instigate a customer-like thinking and push the envelope with effective working by linking every employee in the customer service process.
5. Gifts are great.
We all love to be gifted with or without occasions. It’s not just always about the quantity or price of the gift but the value of remembering them matters. Ensure that your customers are heard; they are treasured and appreciate them by working and acting upon their suggestions.
Organise gatherings, crowdsource ideas and feedback, send personalised ‘thank you’ notes and gifts, greet them on important events, provide them with daily or weekly useful content, offer them extended services, inform them about chief happenings at your company and other such ideas invigorate innovative customer service.
Be Consistent and Flaunt Excellence
It has now become necessary to go an extra mile to establish standards of innovative customer service and deliver it efficiently. Above all the ideas and strategies, the key point is to begin the sooner and continue the longer. It’s going to be a joined effort to grow your customers and consistency is the crucial factor. Make sure that what your company starts, goes on seamlessly with everyone’s inputs and accomplish the outcome.
As Gartner predicts, 50% of consumer product investments will be redirected to customer experience innovations by the year 2017.
Correspondingly, don’t forget to flaunt those figures and achievements to your stakeholders. As the saying goes – ‘seeing is believing’; boasting about your success is all worth it as it prompts a positive feeling in your customers and even makes your employees feel proud of being associated with you. Feel free to drop in your queries to understand how you can radically improvise things within your cost and resource constraints. For more updates, join us on Facebook, Twitter, Google plus and LinkedIn.
Make your move now!
iTouchVision is one of the world’s leading cloud-based service provider with innovation & excellence at its base. The company has made its presence in all business verticals with its technical & operational capabilities to enhance the working of private & public sector organisations. Our products, ranging from Web-based software to Mobile applications have made their mark globally to transform the way work is completed.
