Customers Speak 6 Languages, Do You?

Customers Speak

Gone are the days when Inbound Call Centers were just about helping customers. Today it’s about user experience, delighting customers, recurring sales, referrals & a lot more. Customers Speak what they have in mind.

Can you afford to publish a toll-free number and sit back? Your customers need their after hours call center team to be at the right place at the right time. Be available when, where & how the customer desires. You must have all ends covered.

Here’s a list of 6 channels of communication that you must open when designing your CRM strategy.

Phone Support:

Customers speak directly to customer support representatives over the phone and have their queries resolved effectively. For inbound calls, the IVR (Integrated Voice Response) can be programmed to route captured calls in a variety of ways to ensure the quickest resolution of a customer’s a request/problem.
Phone Support is effective for order taking, pre-sales queries, upselling and cross-selling, troubleshooting, etc.
Outbound calls can also be made to customers from the call center to give or take the information. This demonstrates pro-activeness on the company’s part and builds trust and faith amongst the customers.

Live Chat Support:

When a web visitor seeks assistance, a reactive text chat session is started by clicking on a link on the host website. The customer support representative interacts with the web visitor, understands the requirements, resolves the query, and closes the interaction. Alternatively, based on the requirements the customer support representative could also trigger a proactive chat session with the web visitor. Livechat support helps break the language barrier as both parties involved in the chat session can use an online translation service to communicate effectively. It is also considered less intrusive than phone support. It serves as an excellent alternative to phone support with respect to instant assistance. Livechat support is ideal for lead generation and fulfillment, campaign management, pre-sales, and post-sales inquiries, complaint registration, tech support, etc.

Email Support:

Email is the primary means to offer web-based assistance for your customers when matters do not require an immediate answer. Low-cost, non-intrusive, and anywhere-anytime access are some of the advantages of email-based communications. Trouble Ticketing System and CRM Applications help keep track of a series of follow-up correspondence with a particular customer. Services offered via email response management are claims processing, polling/media analysis, subscription services, troubleshooting, complaint registrations, etc.

Customers Speak To Remote Support:

Solving problems of a computer at a particular location from a computer at another location is remote support. Companies can save considerable amounts of money on logistics through remote support. IT technicians are empowered with several tools that allow them to gain access to customers’ computers in various parts of the world. They are able to gain access and repair software-related problems from remote locations. The need for a technician to visit the customers’ premises is mitigated.

On-Site Support:

On-site support is the opposite of remote support. Certain kinds of assistance cannot be rendered remotely, like, hardware-related problems. repairing a TV, replacing a spare part, servicing of air conditioners, etc. On some occasions, a service provider might choose to take devices or gadgets back to their warehouse for repair.

Customers Speak On Social Media:

Since the arrival of social media platforms like Facebook & Twitter, service providers have found that many of their customers spend plenty of time daily. To make it convenient to customers, many service providers have opened a new support channel on their social media profiles. Customers are able to ask questions, register complaints, clarify doubts, etc by interacting with the company’s staff through these social media platforms. With millions of users now gaining access to social media, this platform has become as prominent as traditional media like phone, live chat, and email.

Do you offer these options to your customers through your website? Can your customers contact you at the click of a button? If your rival is reachable faster than you, you are the turtle in the race.

Experience the expertise of one of the leading outsourced IT help desk providers, tailored for small and medium-sized companies. Our proven track record in delivering top-notch tech support is ready to serve you. Reach out to our sales team and request a quote today.

Innovation Culture

The 10 Key Elements Of An Innovation Culture

improving customer service

5 Key Tips For Improving Customer Service