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The best thing you can do to better customer service for your business is to hire the best customer service reps for the job. The next best thing you can do is give them the right toolsand train them on it! Technology is coming at us at godspeed, and it might seem overwhelming to try and keep up. After all, does it really matter what kind of CRM you have or which cloud tech you use to share and edit documents on SOPs? Yes!
Dont have time to go through reviews and research the latest, best tech for customer service? Dont worry, weve done it for you. The type of tech tools you need for customer service depends on the type and size of your business, but here are a few must-haves that many businesses cant live without. Pair them with fantastic customer service reps, and youll have a CS team that never quits.
CRM. Also known as customer relationship management software, this is a type of software that analyzes customer data and tracks the customer journey so you know exactly whats working, whats not, and where you can improve. There are a number of CRM software options out there, each designed for different industries and sizes. Make sure you choose an appropriate option. For instances, Salesforce offers an amazing option for enterprise-level businesses.
Cloud storage. You already know cloud storage is a great way to backup your personal files, but its also a must for the customer service side of your business. Cloud storage lets your agents access documents, edit them (if you allow it), and upload their own anywhere in the world where they have internet access. If you want everyone on board with the latest verbiage for the sales event when talking to customers, or want to ensure all managers have access to the latest training files, cloud storage is the answer.
Automated customer service software. This isnt for every business and, like perfume, should usually be used sparingly. Automated customer service software is the technology behind automated phone systems (i.e. press 1 for English and so on). Customers can be very wary of this software, so make sure if you use it the prompts are short, brief and the whole journey is easy to navigate. Always make it fast and easy to talk to a live person.
Social media analytics. There are hundreds of options, including free and built-in analytics software like Facebook analytics. If you have a social media presence for your business and customer service agents responding to comments and DMs, having SM analytics provides incredible insight. Find out what kind of posts are performing best, how many shares youre getting, when the best time to post is, and more.
Business-provided phones. If you want your customer service agents to use their own, business-provided smartphones to take client or business calls, give them what they need! You cant expect or ask any employee to use their own personal items for business use. Plus, you want to make sure they have the latest phones, updates, apps and more to provide the best possible service. (Dont worry, as an employer this is a write-off or business expense).
Google Alerts. Set up Google Alerts and get notifications whenever key words or phrases you dictate are mentioned online. You can include the name of your business, board of directors, founder/CEO, and anything else youd like. Its an easy and free way to stay on top of reputation management.
These are just a few of the most popular tech tools to optimize your customer service and business profile. However, the best tools really depend on what you need and what works for you! To get prime feedback, ask your customer service agents what would make their jobs easier and faster. Youll be surprised by their answers, and they might just lead you to a tech tool youve never considered before.
