{"id":3218,"date":"2017-03-02T16:24:00","date_gmt":"2023-10-18T16:24:57","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=3218"},"modified":"2023-11-14T17:42:21","modified_gmt":"2023-11-14T17:42:21","slug":"4-reasons-tech-is-key-to-customer-service","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/ca\/blog\/4-reasons-tech-is-key-to-customer-service\/","title":{"rendered":"4 Reasons Technology is The Key to Personalized Customer Service"},"content":{"rendered":"\n

A company\u2019s customer service department is an essential function. These employees help maintain your company\u2019s relationships with its customers, and without customer loyalty, a business may flounder. Fortunately, technology is starting to play a larger role in customer service as more businesses incorporate automation and other resources into the way they respond to customer needs. Read on to learn how companies are using technology to stay on top of customer service, and why this strategy improves the customer experience as a whole.<\/p>\n\n\n\n

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TeamDiscover how 8000+ service leaders are driving cost efficiency and meeting real-time customer needs. Earth has landed<\/h2>\n\t\t\t\t\t\t\t

See how trends like AI are shaping the future of customer service.<\/p>\n\t\t\t\n\t\t\t\n\t\t\t\t\t\t\t

\n\t\t\t\t\tGet the report<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t
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The Customer Service Experience is Complex<\/h3>\n\n\n\n
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  1. Capture the inquiry, which may come in over\n
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    1. The phone<\/li>\n\n\n\n
    2. Email<\/li>\n\n\n\n
    3. Chat<\/li>\n\n\n\n
    4. SMS<\/li>\n\n\n\n
    5. Social media platforms<\/li>\n\n\n\n
    6. An interaction escalated from a discussion forum<\/li>\n\n\n\n
    7. A web or speech self-service session<\/li>\n<\/ol>\n<\/li>\n\n\n\n
    8. Route the inquiry to the right representative<\/li>\n\n\n\n
    9. Create a case that contains its details and associate it with the customer record<\/li>\n\n\n\n
    10. Find the answer to the inquiry<\/li>\n\n\n\n
    11. Communicate the answer to the customer<\/li>\n\n\n\n
    12. Append case notes to the case summarizing its resolution<\/li>\n\n\n\n
    13. Close the case<\/li>\n<\/ol>\n\n\n\n
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      1. Improve the Lines of Communication<\/b><\/h3>\n\n\n\n

      What is one of the best ways companies can use technology to enhance the customer experience? Improving communication. Gone are the days when customers could only reach a customer support centre on the phone between the hours of 8 a.m. and 5 p.m. Today, a customer should be able to contact a business whenever they need to, and through a variety of channels such as text message, email, social media platforms, and live chat on a company\u2019s website.<\/p>\n\n\n\n

      This is not to say that businesses should abandon call centres. Large numbers of people still want to speak to customer support representatives on the phone. This classic avenue shouldn\u2019t be ignored, just supplemented with the other previously detailed options. <\/p>\n\n\n\n

      In general, younger generations would rather contact a business through Facebook or other social media platforms, or have their questions answered via text. An older demographic likes the familiarity of being able to speak to a real human on the telephone.<\/p>\n\n\n\n

      The point is that if you want your customer service department to be successful, make sure you offer a variety of options for your customers to contact company representatives to have their needs met quickly and efficiently. Regardless of your audience, having options is the only way to really test what works. One company that does this well is Macy\u2019s: while they\u2019re missing a live chat option, their website is a good example of making it clear that they want<\/i> customers to contact them.<\/p>\n\n\n\n

      How to Provide Multichannel Customer Service<\/h3>\n\n\n\n