In this fast-paced technological world, it is important for businesses like yourself to think of all the ways you can deliver to your customers. Because customers are the most precious assets of your company. If the customer satisfaction rate of your business doesn’t turn out well, then the reputation of the business might get affected, making it harder to acquire new customers.
Customer service often gets pushed down the list of important things that businesses need to consider for their long-term success. However, using a customer service strategy to meet your business goals is actually quite valuable to your marketing department. Using the right customer service strategy will keep your existing customers happy, help you gain new customers, and provide insight on what your business could do to improve in that context.
This article will provide different types of customer services that you can use to provide a seamless experience to your customers.
People love to shop, and people love to touch and feel the things that they are buying, which is why the concept of brick-and-mortar will never go away. Brick-and-mortar support refers to having a physical retail store experience. Customers will visit the shop, peruse over the items they are looking for, and then make their purchasing decision based on that exploration. Customers receive hands-on customer support at the physical retail store, which is personalized and responsive.
However, with the changes in technology and more and more customers moving online, brands and companies need to keep up with the ever-changing world. For instance, apart from reaching out to Xfinity physical store for any issues regarding their internet connection, Xfinity subscribers can now reach out to Xfinity customer service through online communication such as social media messaging, email communication, phone, etc.
The classic and most common way for a customer to communicate with the companies is through email support. Managing emails can be one of the most effective ways of organizing, prioritizing, and delegating customer support interactions, and that too with the right email management software. Almost everyone has an email address now and it is hard to find someone who doesn’t have one. Customers can reach out to log in their inquiries at any time through email communication. Also, it is usually the first form of support that any business would offer.
Within a company, email is also a common form of communication such as for Human Resources, Payroll, IT teams, etc. to handle issues and answer queries for the employees.
Messaging and Chat Support
Customers also prefer communicating with brands and companies through the same channels they use for communicating with their friends and families, i.e. Facebook, Instagram, WhatsApp, SMS, etc. However, brands and companies are paying attention, and as a result, these companies are boasting the fastest resolution times and highest satisfaction scores.
The rise of messaging has led to the rise in the use of AI and automated chatbots. With faster response time, chatbots have quickly become a key component of any messaging strategy. Also with the help of such technologies, round-the-clock support has been made possible, hence taking on simple and repetitive tasks, they have become an important key partner for the support team.
Even with all the technologies to render them obsolete, phone communication still remains an effective means of customer support. Customer support agents can solve customers’ queries much faster, and that too with detailed, personalized support.
Phone support can be expensive, however, appropriate software with integrated insights can help the customer support agent to better understand how to deal with queries, how many calls can a support take on, or how ticket volume from the phone can compare to other channels of communication.
With gathered insights about customers’ queries, brands and companies can use that to form a collective knowledge base that consists of all information regarding the products or services. So when customers look up queries on the Google search engine, information from the company can turn up which can help them resolve their issues.
This type of customer support requires no human interaction, which is perfect for customers who do not prefer communicating with anyone. By allowing customers to help themselves through an online community, guidelines, or help center, companies can reduce customer friction as well as gain improved efficiency and deliver faster resolutions.
If you want to consider the best kind of customer service, it will just be the type of customer service through which customers can reach out to your company. Whatever kind of customer service your company offers, it goes to show what kind of communication channels you are offering and how seamlessly connected your customer support agents are. Hence, the success of your customer support depends on how empowered your customer support agents will make customers feel through the communication channels.