Providing competitive customer service through communications technology

With thousands of new businesses sprouting up every day, competition is fiercer than ever. Part of this can be attributed to changes in technology that has made customers accustomed to getting what they want now and fast.

This is why responsiveness to customers should be a top priority for any kind of business. The ultimate goal is to provide customers with an enjoyable and memorable experience to stand out among competitors. Doing so is the best way to take your own share of the big guys’ market and establish a strong foothold in your industry.

Thankfully, technology has also provided us with tools to even the playing field. Here are some ways to maximize communications technology to provide competitive customer service.

Help Customers Find You

Although most companies have an FAQ (frequently asked questions) section on their website, more people still prefer making inquiries over the phone. Make it easier for customers to get in touch with you by switching to a professional 1300 or 1800 number.

Aside from being more memorable, you can nominate any answering point, so you never have to worry about having new business cards printed and getting the word out about changing your number.

Ditch the Bulk and Go Virtual

Some businesses spend thousands of dollars on equipment that they barely use. Start-ups simply do not have this luxury. Consider replacing bulky machines with virtual office solutions that are perfect for mobile businesses and remote workers.

A great example would be virtual fax services that make it more convenient to send, receive, and retrieve faxes through email. Not only do you get to attend to business matters wherever you are, you also save on equipment maintenance costs.

Improve the Quality of Your Customer Service

Answering a call quickly is important, who answers it even more so. Use data you have on-hand to improve you and your staff’s customer service skills. Call analytics, together with a database of your customer history, can be used to create effective strategies for resolving customer issues within one call.

• When are your phones busiest? – Are you tied up taking calls at the middle of the day that you can’t attend to your main tasks? Use the data to justify having a dedicated staff member to take calls at specific times of the day or route calls to a live answering service to help capture all queries over the phone.
• Where are calls are from? – Determine which locations need more staff and consider the need for expansion in these areas.
• How long are they and what issues usually arise? – These are all good information to have on-hand for training you or your staff in attending to customer issues.

Time is a commodity that both you and your customers invest in each other. Show your appreciation for their business by continuously improving your customer service efforts through available communications technology. Get in touch with us at 1300 - ALLTEL and we’ll help you customize a Virtual Office Services bundle that will help you provide customer service that’s truly competitive.