August 04, 2014
Customer Service Looking To Continue Down Positive Path
By Oliver VanDervoort
In the call center industry, there are few things as important as making sure customer satisfaction is at as high a level as possible. Despite this very simple fact, there are still some call centers that have been slow to join the rest of us in the 21st century, and adopt tools that can go quite a long ways toward making that customer satisfaction level rather high. Luckily for those call centers, even the ones who are slowest to adopt new tech are starting to realize it’s a necessity these days.
One way in which contact centers are finding a way to join the future is develop better support for mobile applications. Companies are realizing that as a whole, the customer base is quite a bit more tech savvy then they used to be and because of this, the companies need to be tech savvy as well. Nothing can kill a company’s march into the 21st century like having a mobile application that is broken or has links that go nowhere.
Amazon is one company that has realized that intimacy is another thing that customers desire almost above all else. The retail giant’s new Kindle Fire now has the ability to talk to a customer service representative with the push of a button. More companies are realizing this makes the customer happier, even if their problem takes a bit longer to solve.
Companies also realize that even if they are embracing technology, something customers want badly is to feel as though the customer service representatives understand their problem. Customer empathy, teamed up with the ability to quickly and easily contact a customer service rep is going to earn big points.
Having the ability to contact a business through multiple outlets is the icing on the cake. If you can get them through their social media, or through email or through a mobile app, instead of having to call, customers are known to have an even higher level of satisfaction.
Edited by Maurice Nagle