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inContact Talks Tech Savvy and Traditional Ways to Improve Customer Service

By Amanda Ciccatelli, TMCnet Web Editor

Customer service is constantly changing, and you must change with it. While some customers want to reach a human on the other end of the line, others want to live-chat a representative or tweet a company for a quick answer. So, it’s important that you diversify your customer service options to appeal to each customer.

inContact, provider of call center solutions including ACD software, shares three ways to give better customer experience in this ever-changing customer service world.

Your Call Center Script

If you’ve turned to customer service call centers, then you are probably receiving a high volume of calls that can no longer be taken in the office. While outsourcing your inbound phone interactions is an alternative, you don’t want your customer service to suffer.  It’s important that customers feel they are reaching someone who will listen, and someone who simply reads a script with standard responses.

So, it is important that your script is natural and customizable. inContact recommends that you have the script written by someone with a casual writing style as to avoid sounded scripted, and focus less on a full script and more on the customer journey.

Social Customer Service

Many customers still want to get a human operator, but there are even more customers that look to online platforms for inquiries or concerns. Customer service is no longer the simple act of answering questions. Now, it is engaging with customers to show them that you care about them and their needs.

SocialFresh.com reports that 59 percent of organizations have adopted Twitter (News - Alert) as a channel for social customer service and 60 percent have adopted Facebook. What can you do to enhance this side of things? You can offer live chat on your website as it is an easy way for you to interact with customers, respond to customer emails with a hand-written reply, using their name and other details, and respond to a customer when they tweet you or write on your wall.

The Right Software

According to inContact, the last piece of your customer service puzzle is making it easy for any customer. The most effective strategy to achieve this is implementing a process using Customer Relationship Management (CRM) software.  

A quick flow of saved customer information makes all your interactions more personable. An archive of customer emails within the software to draw up recent interactions quickly while viewing social interaction helps to address previous discussions or missed opportunities.

As customer service is evolving every day, your customers’ needs change with the flow of this tech driven society.  To provide the best customer service, you have to be where your customers are whether it means using social customer service or the traditional phone call. You decide what’s best for your business. 

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2012, taking place Oct. 2-5, in Austin, TX. ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. For more information on registering for ITEXPO click here.

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