You’re a customer service professional. What mobile communication tools do you need to excel?

In the world of unified communications, it's interesting that items 1-4 are split out independently as one suggestion is to have as many of these integrated into one comms app if possible. By having to divide communications across several apps (e.g., one for voice another for e-mail and yet another for short messages or chats) there is an increased risk of messages being missed and "falling through the cracks". Many apps today such as MS-Teams or Zoom integrate various communications vehicles into one platform making it a convenient "one stop" for communications and checking messages.

You have to manage the technology and understand what you can do with it, being aware of its limitations. SMS significantly limits you, but it can still serve as a jumping-off point. From there, you can connect and use other tools to communicate with customers. Everyone has a cellphone with SMS capabilities, and then perhaps WhatsApp or Telegram, Gmail, and social media. The key is to break the barrier and engage them.

When it comes to email and chat, if you're juggling multiple tasks simultaneously, you can't afford to constantly monitor the "person is writing" notifications that chat platforms provide. Sometimes, the other party may not realize you're addressing multiple requirements and might expect immediate solutions through chat, which isn't always feasible. In certain scenarios, chat is ideal for quick resolutions, but its effectiveness depends on the specific requirements.Email can be more formal, offering greater flexibility for crafting your next response. In today's fast-paced environment, it's essential to utilize a mix of tools and software, rather than relying solely on one method.

I would say our ERP is the most important tool we have next to the phone, as it gives us a better understanding of what the client needs are.

icketing platforms like Zendesk help centralize communication across various channels, including email, social media, chat, and phone, enhancing efficiency. They enable you to delegate tasks, determining who will address specific requirements. Features like automated responses and self-service options empower customers to find solutions independently. Additionally, these platforms offer tools to track performance metrics and statistics, further improving customer support.

Ticketing systems are important to understand customers pain - It shows how frequently customer is facing the problem - What are the solutions they have already tried - What prior communication has already been done. - Any other customer specific information like what variant customer is using - Who has handled the case before This enables the customer support to create an informed action plan and response to enable customer satisfaction.

One key skill is the ability to determine and discern what communications tool to use for which situation. I.e., communications that are nuanced, complex or sensitive need to be delivered over voice at a minimum or video if at all possible. Similarly there are also uses that would be more practical via e-mail or via SMS/chat, such as communications for which a written record is needed or short, transactional comms. Using the appropriate communications method can help prevent potential issues down the road.

Customer service professionals in the field will typically need to travel to multiple customer sites to provide support, in some cases to places that are rural or otherwise have bad coverage. While connectivity is key, the professional needs to be in a position to perform their work in locations with spotty or no mobile coverage as well. For instance, as much as possible, 1) apps need to be designed with the needed data stored locally on the end device, 2) customers' and other records should be able to be updated locally and subsequently synched with the system offline and 3) there needs to be minimal dependency on real time interaction for troubleshooting.

Another important aspect to consider is the intention and energy you invest in each message you send. Aim to connect with the person, making them feel valued and important. Ensure they know they have been heard and that their situation is of great significance to you as a service professional.

As customer facing representative, you just have to be able to use any technology available to you and suitable for the occasion to communicate effectively. I wouldn’t rank one higher than others just because in my experience, all of them are equally important and I use them all at different times depending on where I am and who i am communicating with etc. While in the office, we tend to use IM/chat tools, or emails. While on the road maybe a phone call or texting would be more convenient. A conversation can also change over time. One can start with an IM, then email, and followed by a phone call or video / screenshare session. As you can see it’s really dynamic, so we need to have multiple tools at our disposal.