Companies lose $75 billion per year due to bad customer service. On the other hand, repeat customers spend 67% more money than new consumers.
That will most definitely have an effect on your bottom line. Because there is so much competition in the market, the reputation of your company is dependent on how well you serve your clients, how attentive you are to the needs they have, and how fast you are able to make things right when there is a problem. Because of this, an increasing number of businesses are making use of novel uses of technology in order to improve the quality of their customer service while also cutting response times.
In the following, we will describe how an improved use of technology in customer service can increase communication. You will also learn how to select the appropriate tools to expand the sphere of influence of your business and improve the standing of your organisation.
How advancements in technology have improved the quality of service provided to customers
There are many options available to customers. Unfortuitously, a single unfavourable encounter may be sufficient to overcome a customer’s devotion to a brand and send them in search of a substitute product or service. Because of this, a growing number of businesses are embracing tools and apps that help improve the experience of dealing with customer support. They contribute to this by:
Businesses are in a better position to fulfil a wide range of client requirements if they provide easy access to several channels of communication. These channels include texting, chatting, emailing, and using social media platforms to efficiently communicate solutions. Communication that is consistent across several channels can boost availability and convenience.
Enhancing the timeliness of responses Customers have come to anticipate that they will be able to access service whenever they require it, regardless of the time of day. Chatbots and live chat are two examples of technologies that make it possible for businesses to deliver instant responses outside of normal business hours.
Enabling mobile self-service features paves the way for speedy responses to common issues and answers to frequently asked questions that do not require direct human engagement. Customers are able to use the services provided by a company from any location if the company implements mobile self-service portals.
Empowering staff: Technology applications enable businesses to rapidly and consistently empower their staff to remove uncertainty and give optimum responses. This is made possible by the fact that these apps are built on computer systems.
There are enormous expectations, and it’s possible that this is your only chance. Your reputation will improve if you take advantage of technology to make the experience more enjoyable and fruitful.
The role that technology can play in enhancing the quality of service that your firm provides to its clients
Technology enhances your organization’s capacity to respond rapidly and effectively to the needs of individual clients. You may broaden the scope of your company’s influence and strengthen its skills by making cutting-edge solutions, such as Zendesk, Slack, and Grammarly Business, available for use across several platforms. Your workforce that provides customer support can, thanks to technology:
Receive efficient location support The use of technology enables you to provide support for your customer service staff regardless of where they are located. The appropriate technologies may be implemented across a range of devices and collaborative platforms, which is beneficial whether one is supporting a globally distributed workforce or manning a call centre. The removal of obstacles to communication improves the workplace as a whole by making it possible to address concerns and questions raised within the organisation more quickly.
Prepare a unified communication plan that includes the following: The provision of multichannel assistance results in an increase in the number of opportunities to put things right, but it also results in an increase in the number of opportunities for customer service-related errors, which can lead to the loss of clients. Your employees will be able to easily give the same messaging and level of service throughout every individual engagement with a customer thanks to the technology-based tools that are at their disposal. This will ensure that all customer-facing messaging and interactions are brand-aligned.
When a customer has a question, providing timely solutions while also maintaining an empathic tone will help reduce their anxiety and create a positive impression. Customer service representatives may benefit from using software such as a digital writing assistant to help them strike the appropriate tone and level of formality when addressing customers’ issues and ensuring repeat business.
Concoct a strategy that is tailored to your needs: Customer care representatives will be able to give a personalised service that is catered to the specific requirements of each unique customer while at the same time maintaining a consistent language, tone of voice, and voice volume through the utilisation of technology. Technology makes it much simpler to strike a balance between staying true to the brand and providing customers with a more individualised experience.
The only way to ensure that your teams give the highest possible level of customer service is to provide them with the support and resources they require to perform at their highest level imaginable. Investing in new technology for your company’s customer service department is a smart move that will help your brand build a positive reputation and strengthen its capacity to keep existing customers and recruit new ones.
Pick the appropriate medium to improve the quality of your interactions with customers.
Grammarly Business should be considered one of the leading candidates among the technologies that may augment the customer care staff of your company in a way that is efficient in terms of both time and money. It is an AI-powered communication assistant that is designed to make your company look good. It assists your team in delivering consistent language, grammar that is error-free, and the appropriate tone in real-time, all without the need for extensive training. In addition to this, it offers a workable method for dramatically enhancing performance, which, in turn, raises both the worth and reputation of the company. In point of fact, recent clients who have utilised Grammarly Business have reported an increase in overall satisfaction with their customer service of up to thirty percent.
The customer support teams of our customers report up to a 17% increase in customer satisfaction scores and up to 22% more support tickets responded to per hour. “On average, our customers improve their efficiency by as much as 20%.” —Dorian Stone, General Manager of Business Operations at Grammarly
Grammarly Business provides a technologically advanced tool that effectively promotes your brand while also improving the quality of the experience that customers receive from your customer service department.
Are you curious about the ways in which technology can enhance the communication between businesses and their customers? The experienced staff at Grammarly Business is able to provide direction and assistance. Get in touch with us to find out more, or contact us right away to upgrade your team to Grammarly Business.
