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What are the best ways to use technology to improve customer service?

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Customer service is crucial for any small business, especially in a competitive market. You want to build trust, loyalty, and satisfaction among your customers, and technology can help you achieve that. In this article, we will explore some of the best ways to use technology to improve customer service, from communication tools to automation solutions.

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1 Communication tools

One of the most important aspects of customer service is communication. You need to be able to reach your customers, respond to their queries, and provide them with relevant information. Technology can help you improve your communication channels, such as email, phone, chat, or social media. For example, you can use email marketing software to send personalized and timely messages to your customers, or you can use chatbots to answer common questions and provide instant support. Communication tools can also help you collect feedback, measure satisfaction, and improve your service quality.

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Angel N. Shortt

Digital Experience Account Manager Jack Henry & Associates
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An amazing way to set communication tools in any industry is utilizing a CRM software. This will allow you business to track customer leads, missing product needs and tracking customer service quality, which is important to standout above your competitors. 1. What are you doing to keep or maintain customers? 2. What is you company missing internally, for custtomer SLA's? 3. Would a tracking software help you?

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Kristin Gunderson, MSCTA

CEO | Main Street Certified Tax Advisor | CFO Advisory Services |QuickBooks Online Expert | Bookkeeper | TV Guest on The Biz-Talk Show | Maximizing Profitability with Strategic CFO Support
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Ever wondered why some businesses just 'click' with their customers? The secret is in understanding their communication preferences. During client onboarding, I dive deep - not just to know how often they'd like us to be in touch, but also their communication mode of choice - email, text or a call? Cataloging this golden information into your SOPs or a CRM is the game-changer. So, ask yourself, are you connecting or just communicating?

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Debbie P.

Certified Spirituality and Addiction Recovery Coach, Reiki Master, Reiki Space Clearing Practitioner, Animal Reiki Master
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In my opinion, it’s important to find out how often your customers want to communicate with you. Inundating someone with emails can lead to distrust. You can lose customers by providing them with too much of anything.

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2 Automation solutions

Another way to use technology to improve customer service is to automate some of the repetitive and tedious tasks that take up your time and resources. For example, you can use software to schedule appointments, send reminders, process payments, or generate invoices. Automation can help you save time, reduce errors, and increase efficiency. It can also free up your staff to focus on more complex and creative tasks that require human interaction and empathy.

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Lígia Gomes Cardiga

* Customer Experience & Customer Sucess Expert * Operations Management * Staffing, Training & People Management *
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You need i n t e g r a t i o n !! When your CRM software is fully integrated with your telephony system, then no-one can stop you and no-one can beat you. When your front-end agents know exactly how many times this customer has interacted with you in the past, what is the subject of his previous contacts, your customer’s emails, WhatsApp chats, and phone calls, then and only then can you brag about your company’s smart use of technology!

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3 CRM systems

Customer relationship management (CRM) systems are software applications that help you manage your interactions with your customers. They allow you to store and organize customer data, such as contact details, purchase history, preferences, and feedback. CRM systems can help you improve customer service by enabling you to segment your customers, tailor your offers, track your performance, and identify opportunities for improvement. CRM systems can also help you create loyalty programs, reward your customers, and increase retention.

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4 Analytics tools

Analytics tools are software applications that help you collect and analyze data about your customers and your business. They can help you improve customer service by providing you with insights into customer behavior, needs, expectations, and satisfaction. Analytics tools can also help you identify trends, patterns, and gaps in your service delivery, and help you make data-driven decisions to optimize your processes, products, and strategies.

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5 Online platforms

Online platforms are websites or applications that allow you to showcase your products or services, interact with your customers, and generate sales. They can help you improve customer service by expanding your reach, increasing your visibility, and enhancing your reputation. Online platforms can also help you create a positive customer experience, by offering convenience, security, and value. For example, you can use an e-commerce platform to sell your products online, or you can use a social media platform to engage with your customers and share useful content.

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6 Learning tools

Learning tools are software applications that help you acquire new skills, knowledge, or information. They can help you improve customer service by enabling you to keep up with the latest trends, best practices, and innovations in your industry. Learning tools can also help you train your staff, improve their competencies, and motivate them to deliver excellent service. For example, you can use online courses, webinars, podcasts, or blogs to learn new customer service techniques, or you can use gamification, quizzes, or feedback to test and improve your staff's skills.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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What are the best ways to use technology to improve customer service?

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2

3

4

5

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1 Communication tools

2 Automation solutions

3 CRM systems

4 Analytics tools

5 Online platforms

6 Learning tools

7 Here’s what else to consider

Small Business

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What are the best ways to use technology to improve customer service?

1

2

3

4

5

6

7

1 Communication tools

2 Automation solutions

3 CRM systems

4 Analytics tools

5 Online platforms

6 Learning tools

7 Here’s what else to consider

Small Business

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