Attract the Right Job Or Clientele:
Three Ways to Improve Your Company’s Customer Service
Customer service is the key not only to getting new sales but to cultivating those crucial repeat customers. Both during and after the sale, customer service has to be personal, thorough, and easy. The key is communication. Start by making an investment in your business’s future and your customers’ level of satisfaction. Job seekers should be well aware of how their own communication systems come across, particularly for phone interviews.
Great customer service requires a great telephone system – try VoIP or hosted PBX.
VoIP: Upgrade Your Telephone System
No matter how much technology advances, a human voice on the end of a telephone is still the primary tool for great customer service. As landlines continue to disappear, many businesses are relying on mobile phones to do the work of both field communication and customer support. But this is a mistake. A powerful phone network has to be reliable and packed with features such as time-of-day routing, call forwarding, and simultaneous dialing. Voice over Internet protocol, or VoIP, networks offer the flexibility and functionality of enterprise-level networks, but at small-business prices.
Hosted PBX: Use Someone Else’s Network While Reaping All the Benefits
As discussed in the article “Improving Customer Service with Hosted PBX,” private branch exchange, or PBX, systems were invented before the Internet when operators used manual switchboards to place calls. Hosted PBX systems use the Internet to place and receive calls, but the host installs, upgrades, and maintains the expensive, complicated hardware. Businesses simply pay a flat subscription fee to use the host’s PBX network.
Utilize Live Chat
Unlike email, which requires the sender to wait for a response, live chat offers the instantaneous satisfaction of a phone call but is less intimate and easier for people who don’t want to call or can’t because the situation doesn’t allow for it. Live chat uses the familiar format of messaging to provide service, direct questions to the right department, answer questions, or to make sales. There are countless live chat apps that are affordable and easy to use.
Live chat gives people the option of direct communication with a real person without having to make a phone call.
A good communication network is the backbone of every good customer service platform. A modest investment in technology – namely telephone and live chat platforms – will pay huge dividends down the line.
Andrew Lisa is a freelance business writer. He covers small-business management and technology.
Following Lisa’s suggestions will lead you to the Smooth Sale!
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