With the advancement of technology and the wide accessibility of the Internet, customer expectations have grown to amazing heights. And businesses are keen to meet these expectations. Information and communication has become readily available at everyone’s fingertips. A company that can provide information as efficiently as they follow up on direct questions from prospective and current customers should do well in today’s market, but that might not be enough! Customer care must not only meet the demands driven by technology, but must also proactively make use of these advancements.
Customers in the technology industry are accustomed to sifting through websites to find all the information they need. We are serving self-reliant people who know what they want, and are happy to learn more on their own before reaching out to make a purchase. To aid this, companies must invest in their websites. Creating an intuitive layout with useful information gives the customer a positive early experience with the company. Displaying email addresses, phone numbers, or perhaps even a chat window allows the customer an easy way to quickly get more specific questions answered.
Company websites can also be supplemented with social media. Customers are able to use social media to express their experiences with a company. By joining the customers in this new arena, businesses can monitor what the general public attitude is pertaining their services and products – and respond when necessary. It’s also a great way to make announcements and keeping your company on the map.
When a customer does reach out to a business, it’s imperative that they receive a prompt response, preferably from another human being. Now that communication between people in different time zones and on different continents can be made instantly, customers expect a company would be just as accessible. Automatic email responses and voicemails may be occasionally necessary, but responding as soon as possible when there is an email request or a voicemail should be a standard. Adding that human touch is important, because responding genuinely to a customer’s emotional needs remain as much a part of customer care as solving their technical issues.
With all the different ways a customer can reach out to a business for assistance, it is necessary to unify communications. Phone calls, emails, and chats with a specific customer should be saved and combined, so anyone working on their case would be able to see all of the history and progress made. Customers should see a consistent message, as everyone in the company should be on the same page. Customer care is no longer confined to one department, but has extended to anyone in contact with the customer.
Other ways technology has changed the way in which businesses and customers interact are subtler. Programs that track customer data can provide companies with an insight to their customer’s preferences and needs. This would allow marketing to send information about products they are most likely interested in and limit irrelevant emails. Businesses may also learn that they are not covering all of their customer’s needs with their products and services. Being proactive and developing ways that make your goods more beneficial based on customer data allows you to continue to grow with your customers.
This is just a few ways in which customer care has had to evolve. As with anything in life, businesses must adapt with the people they serve. Keeping up with consumer expectations are important to a company’s survival, but using technological developments to your advantage can move you ahead of the game.