We animate in a technological age in which the vast majority
of consumers are likely to belong to a generation that associates quality care
with speed, affordability, personalization, and above all, reliability.
Customer needs are growing at an impressive rate as a response
times are shortened and competition increases. Product homogenization makes
customer service is a key differentiator for companies
Today's consumers are setting the tone for the care they
want; Everything is present in social media and mobile interactions today.
According to Microsoft's State of Multichannel Customer Service report, 90% of
consumers require uptime when they can find consistency and continuity between
the different channels they use; Additionally, according to the Forrester
Consulting Smart Customer Service Mandate study, approximately 2.7 is the average number of channels a user visited to apply for a business.
For its part, the Microsoft report that we cited above
concludes that the four most frequently used channels are email (82%),
telephone (72%), chat (58%), online self-service, and FAQ. (56%).
How can we follow this technological trend and offer
services at the level requested by our clients?
Currently, there are various technological tools to be more
effective as a strength in customer service, in addition to allowing you to improved
understand your needs and offer a better experience. To do this, it is
important to combine all the knowledge acquired from customers in one platform,
so that you can also reduce waiting times, automate processes, and use
resources.
Here are 7 tech tools to optimize your business:
1.- CRM or customer relationship management
It is a very useful omnichannel-oriented tool, which means
that all customer management and logistics procedures are covered by the same
platform. You can take your CRM almost to the level you need, there is a great
variety in the market today that can be customized according to the needs of
the company. From an extensive program that automatically collects all
information about incoming customers automates segmented advertising campaigns
according to a specific campaign, and even provides indicators of both internal
and external processes.
2.- Cloud
The cloud is one of the major technological advancements and
offers a great competitive advantage to small and medium-sized businesses
looking to drive this trend, as it offers comprehensive IT solutions at an
affordable price. Working in the cloud can provide companies with a significant
productivity bonus. Cloud computing enables users to communicate more
effectively, share their knowledge, organize themselves optimally, and store or
find the information very quickly.
3.- Social networks
In the beginning, social networks were solely for
entertainment, but now they have become a lifestyle adopted by a large audience
who see them as their main source of contact. The Facebook Fanpage or Facebook,
Twitter and Instagram groups in case of reports, loyalty, or customer service
are some of the most popular. The key is to provide valuable content or brand
messages on the site that will help strengthen your positioning. Other
alternatives: Periscope, Pinterest, Vine, Linkedin, and more.
4.- Automated Email Marketing
Email campaigns are a widely used strategy by businesses
today, and there are platforms that can help you do this en masse in minutes.
Use this technology to optimize your response processes, you can automate the
sending of emails to your customers, such as announcements, reports, and almost
any type of file.
5.- WhatsApp
It may have been considered an informal means of
communication in the early years, but today it is one of the best channels for
campaigning with customers and communicating with potential customers. Your WhatsApp end and WhatsApp marketing tools can also be helpful to you.
6.- Live chat
There are services or products that require the security of
speaking with someone in order to explain or guide a purchase decision. For such
companies, an online chat is ideal, where they can help and guide potential
customers and clients. Some recommended apps: Zopim, Purechat, Smartsupp.
7.- Geolocation
Almost all modern applications use geolocation. This tool
allows a company to perform specific actions from its applications for clients
located in specific geographic locations. Geolocation provides companies with
real-time information on purchasing processes and consumer habits. The
implementation of these technological tools will bring tangible benefits and
improvements, such as measuring customer satisfaction, interacting with users
365 days a year and 24 hours a day, automating processes and personalized
marketing and communication activities.
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