Are you meeting your client’s need for speed and convenience? The smartest businesses today rely on customer support technology to satisfy increasing expectations. Learn more about it here.
The Universal Importance of Exceptional Customer Service
According to a PwC study, around 73% of consumers deem customer experience as a determining factor in their purchasing decisions. It’s the sum of their interactions with your brand, from inquiring to post-service support.
The human element brings empathy, intuition, and personal connection, but you can’t rely on it alone. You need to pair it with cutting-edge technology, too.
Companies once had to allocate a sizeable portion of their workforce to accommodate each client and address their concerns manually, but those days are long gone.
What Do Customer Support Tools Look Like?
The last thing you want is to invest in tech that doesn’t fit your operations. Take the time to familiarize yourself with the most common options:
Customer Relationship Management (CRM) Software
Businesses need customer data to understand their preferences and deliver tailored solutions quickly. Unfortunately, picking out relevant information from various sources is time-consuming, and the data you find can quickly become obsolete.
According to a Zendesk survey, 67% of executives lament that their company uses client data in a disorganized and reactive manner. Finely tuned algorithms process large data sets in seconds and help you identify trends and insights.
AI Chatbots
Who doesn’t want instant responses for their customers 24/7? The first chatbot models were nothing to write home about and often ended up frustrating users.
Today, the most sophisticated forms of support automation can deliver targeted solutions and even personal conversations. When a client brings up a complex issue, the system smoothly transfers the query to a human agent without missing context.
Help Desk Software
A centralized system streamlines ticket management, tracks customer queries, and speeds up support efforts. Add chatbots, and you get instant responses to common issues.
Shop around for tools with helpful features like reporting dashboards and integration options. Instead of immediately implementing them into your customer support department, start small and ask for feedback. A slower integration helps identify what works and what doesn’t.
Self-Service Portals
Build a knowledge base or FAQ section where customers can find solutions to common problems themselves. This empowers users and reduces the workload on your support team.
Omnichannel Support
Promote seamless communication by integrating your company’s channels — email, social media, phone, and live chat — into a single platform. Your team won’t miss a message, no matter where it comes from. HubSpot shares that 31% of business leaders leverage this strategy to boost client satisfaction.
The Key to Building Customer Loyalty
From 24/7 live chat support bots to an intuitive ticketing system, customer support technology can create experiences that help widen your net, strengthen relationships, and embolden your path forward. Many businesses already leverage tools like these, and you should do the same. It’s the only way to stay competitive in today’s increasingly digital landscape.
