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How to Use Technology to Improve Your Customer Service


Roger Amir
Roger Amir

A company's customer service department is an essential function of any business. This department helps maintain your company's relationships with its customers, and without customer loyalty, a business may flounder. Technology is playing an increasingly significant role in the way that businesses operate with their clients. This can be seen, through online services.

Online services now play a crucial role in customer service as more businesses incorporate automation and other resources into the way they respond to customer needs. Today, customers should be able to contact a business whenever they need to, and through a variety of channels such as text message, email, social media platforms, and live chat on a company's website.

This is not to say that businesses should abandon call centres. Large numbers of people still want to speak to customer support representatives on the phone. This classic avenue should not be ignored, just supplemented with the other detailed options, to make their business grow.

Technology can help streamline this process. Social media is a particularly a great way to enhance the customer service experience. Most companies have business pages on these social media platforms, and their users take advantage of them to seek solutions to their problems, ask questions or make enquiries. Using platforms such as Facebook, LinkedIn, Instagram and Twitter.

Other platforms that clients can reach out to you directly is your business website. Webchat is a great tool where clients can come online and chat directly to a staff member, getting the answers to their questions and enquiries immediately without picking up the phone. Simplifying important tasks for consumers is one part of providing excellent customer service.

An essential aspect of creating a great customer experience is keeping your customers informed about what is going on with your business and in your industry. Technology is a great, fast way to do this. Email marketing your customers with your latest promotion, latest sales and specials. Don't be afraid to use multiple channels to keep your customers informed of anything relevant to your industry, including updates and new information. They will appreciate your transparency and willingness to get them the information they need in a quick and easy manner.

Keeping the right balance at Mitronics and maintaining the business relationship with our clients has been between the traditional call centre that we have on hand for our clients that still like to pick up the phone and talk to a specialist to solve their issues, whilst also staying active on the multiple social media platforms, interacting with our clients or potential clients through our webchats that are actively on our websites. We also continue to provide up to date sales, promotions, etc. through our email marketing keeping our clients informed abouts what is going on at Mitronics and in the industry.


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