flevyblog

Flevy Blog is an online business magazine covering Business Strategies, Business Theories, & Business Stories.
MANAGEMENT & LEADERSHIP STRATEGY, MARKETING, SALES OPERATIONS & SUPPLY CHAIN ORGANIZATION & CHANGE IT/MIS Other

How Technology Helps You Deliver Better Customer Service

DepositphotosFor many companies, improvements in technology over the past few decades haven’t improved their customer service. In 1976, a White House study found that only 23 percent of customers were completely satisfied with companies’ solutions to their problems, while 44 percent said that solutions companies provided were at least acceptable. Today, the percentage of customers who report merely acceptable solutions remains at 44 percent, while the number who are completely satisfied has fallen to 20 percent, an Arizona State University study found. Some of today’s top customer complaints involve poor use of technology to handle service issues. For instance, 75 percent of customers say they are highly annoyed by inability to get a live person on the phone, 68 percent complain about companies hiding their customer service numbers and 66 percent are upset about being repeatedly asked for the same information, Consumer Reports says. Fortunately, smarter use of technology can help your company avoid these types of complaints and deliver better customer service.

Live chat lets your customers talk to a real representative

To avoid complaints from customers who can’t get a hold of a live representative on the phone, live chat is proving to be an ideal solution. In fact, research shows that customers who try live chat for customer service prefer it to phone service or other channels. Ninety-two percent of customers report satisfaction after a live-chat session with service representatives, compared to 88 percent of customers who receive phone service, 85 percent who receive service via web form or email and 84 percent who receive service through Facebook. Adding live chat capability to your customer service options can enable your business to deliver higher levels of customer satisfaction.

Cloud contact centers let you offer multiple contact options

While live chat can resolve many customer issues, there remain times when other response channels are needed. For instance, while 49 percent of consumers prefer live chat for assistance with online shopping cart issues, 74 percent would rather speak to a representative on the phone to answer complex financial questions, a Software Advice survey states. Customer channel preferences also vary by demographic, with customer preference for live chat answers to general questions dropping from 56 percent for consumers aged 18 to 34, to 27 percent for those aged 35 and older. To meet the needs of consumers from all backgrounds in all situations, cloud contact centers facilitate omnichannel support that integrates live chat, phone, web self-service, social media and video service.

Omnichannel integration avoids annoying repetition

Omnichannel support can also prevent customer complaints about having to repeat the same thing to multiple representatives in the course of resolving an issue. Cloud contact center solutions provide a central platform where representatives can view all information pertaining to a single customer ticket information regardless of its channel of origin. This enables customer service teams to deliver customers seamlessly integrated support, with one representative picking up the conversation where the previous support channel left off — without the need to pester customers with the same questions all over again.

Social media service protects your brand’s reputation

An effective omnichannel customer service solution also requires social media support. Forty-two percent of customers who complain about an issue on a brand’s social media channel expect an answer within an hour, and 32 percent expect a response within a half hour, The Social Habit reports. Making sure your customer service solution includes social media support will help ensure that social shares about your brand remain positive.

About Shane Avron

Shane Avron is a freelance writer, specializing in business, general management, enterprise software, and digital technologies. In addition to Flevy, Shane's articles have appeared in Huffington Post, Forbes Magazine, among other business journals.

, ,




Complimentary Business Training Guides


Many companies develop robust strategies, but struggle with operationalizing their strategies into implementable steps. This presentation from flevy introduces 12 powerful business frameworks spanning both Strategy Development and Strategy Execution. [Learn more]   What does it take to achieve Operational Excellence? Read this guide and learn to build an integrated Business Execution System from Six Sigma Master Black Belt Frank Adler, co-founder of Operational Excellence Consulting. [Learn more]
The Fiaccabrino Selection Process (FSP) is a proven methodology for increasing sales and reducing turnover, developed by "Mr. Roche," Charles Fiaccabrino. Mr. Fiaccabrino is a Sales Executive with over 50 years of experience. [Learn more]   Learn this time-tested approach to Change Management authored by Ron Leeman, recipient of the Change Leader award by the World HRD Congress in 2012. Ron Leeman has been Change, Process and Project professional since 1974. [Learn more]
Recent Articles by Corporate Function

  

  

  

  

  


The Flevy Business Blog (http://flevy.com/blog) is a leading source of information on business strategies, business theories, and business stories. Most articles have been contributed for management consultants and industry executives with over 20 years of experience. If you would like to contribute an article, please email our editor David Tang at [email protected].

Flevy (http://flevy.com) is the marketplace for premium business documents, such as management frameworks, presentation templates, and financial models. Our documents are of the same caliber produced by top tier consulting firms, like McKinsey, Bain, Accenture, BCG, and Deloitte. Learn more about Flevy here.


Connect with Flevy:

   
  


About Flevy.com   /   Terms   /   Privacy Policy
© 2015. Flevy LLC. All Rights Reserved.