How customer service technology can raise the bar for your business

Four ways to meet growing customer demand with service technology

Technology has changed the way we work, bank, socialize and shop. It has also changed our expectations of customer service, availability and overall experience when dealing with any company, regardless of vertical.

This shift in expectations is critical for businesses to understand, as customer experience has become a make-or-break consideration when it comes to brand loyalty. In fact, according to the most recent Salesforce State of the Connected Customer Report, 84 per cent of customers say the experience a company provides is as important as its products and services. The good news is that technology is making it easier to meet — and often exceed — these rigorous customer expectations. Here are five ways to meet customer expectations using service technology:

1. Use business-grade internet to handle online demands

A 2016 Mobile Messaging Report revealed that 51 per cent of people say a business should be available 24/7 online and that traditional business hours are a thing of the past. A few years ago this expectation would have been considered unreasonable, or even impossible — especially for small or medium-sized businesses, but today’s chatbots enable companies to handle requests that come in anytime with ease. Before delving into AI technology like chatbots, ensure that your business has business-grade internet to handle your online needs and meet your customers’ expectations.

2. Create a personal customer experience using tools like CRM and Rogers Unison™

Personalization is no longer a nice-to-have feature for customers: it’s become a priority. Accenture’s Personalization Pulse Check 2018 found that 91 per cent of consumers are more likely to shop with companies that remember, recognize, and provide them with relevant and appropriate offers and recommendations. There are plenty of tools available to help create a personal and meaningful customer experience, from CRM to Rogers Unison™ — making smart investments will help solidify relationships with your customers.

3. Use mobile phone systems and apps to keep customers and employees connected

PwC’s Future of CX report reveals that there’s a gap between customer expectations and how employees deliver. Nearly three quarters (71 per cent) state that employees play a big role in their customer experience, yet only 36 per cent say the employees they interact with understand their needs. Technology can play a big part in closing that gap, whether over the phone or in person. Invest in solutions like Rogers Unison so customers are never left scrambling to find an employee to speak with. For retail environments, consider the ways mobile technology can improve customer service experiences, such as tracking down inventory or researching product details. Mobile tools such as Tulip can keep employees focused on the customer without ever leaving their side.

4. Eliminate customer service downtime on every channel with mobile management and LTE wireless backup

Whether it’s through email, in person, on the phone, or using a mobile app, customers have strong opinions about how they want to connect with the companies they do business with, according to Salesforce. In fact, 40 per cent of customers won’t do business with a company if they can’t use their preferred channels. In order to satisfy your customers’ needs, don’t focus on a single channel for communication — extend your reach and make sure you’ve got the right technology in place to provide the service they expect. Use a mobile management system like Rogers Unison to handle incoming calls, ensuring customers are always able to reach a representative. For your online channels, make sure that downtime doesn’t impede your customers’ ability to get in touch by protecting your business with an LTE wireless backup. 

Investing in the right customer service technology can help your business retain customers, improve loyalty, and gain a competitive edge over the competition.