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Reach Faster Speeds with Customer Service Software

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August 08, 2014

Reach Faster Speeds with Customer Service Software

By Michelle Amodio, TMCnet Contributor

Today’s customers want service, and they want it fast—whether it comes from a contact center or a drive-thru. As if fast food wasn’t fast enough, certain Miami-area McDonald’s restaurants are looking to make their food service even speedier than it was before.

According to recent news reports, the food chain is giving customers a timer that will, upon paying for an order, time the speed of delivery from dollar received to burger in hand. The aim? Get the food to a customer in under a minute. If the timer says no dice on the one-minute rule, then the customer will be awarded a free lunch good for their next visit.

The promotion is available at participating McDonald's restaurants in Miami-Dade, Broward, and Monroe counties in Florida.

This highlights an important trend when it comes to customer satisfaction: companies are willing to invest time and solutions into ensuring their customers are taken care of, and fast. While it seems odd for this to happen in an industry where fast is sort of a given already, it sets a precedent for other companies and industries to live up to: make it faster. 

We’ve seen this speedy service trend with self-service models. As more service interactions involve a company’s online presence, businesses of all types must provide rapid and concise information to customers across a variety of self-service channels. By developing smart workflows and tracking metrics using customer service software, you can reduce your service load and cost considerably over time.

Businesses would be wise to invest in not timers, but good solutions like customer service software to help streamline and offer rapid customer service that is not slapdash or sloppy. The quicker and friendlier an agent can handle a call, the happier the customer will be, which means repeat business and a stellar reputation.

Customer service software gives your employees a customer profile with important notes, which allows them to respond quickly and effectively to inquiries. The customer experience that generates positive reviews and brand loyalty today delivers accurate, relevant and personalized information on an individual basis. The role of the call center should focus on the quality and depth of output in the customer relationship, and this can be achieved with a good customer service software solution.

There are a number of touch points where customers can communicate with customer service staff. At each of these, companies have the opportunity to create a positive impression. There’s the telephone, email, live chat, in-person at a brick and mortar location, and via social media, but above all, use these tools for good, and to offer speedy customer service, no timer required.

Edited by Alisen Downey

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