Freshdesk reported that globally, 70% of customers prefer brands that provide a service across multiple channels, meaning that if you can’t communicate with customers across multiple tech channels like mobile, video and other omnichannel support options, you’re not communicating with them. This is why customer service technology has to be a part of your business.

What is Customer Service Technology?

Whether you’re looking to enhance that customer experience or get up to speed with the latest technology, it can feel a tad confusing when thinking about those two worlds colliding.

In a nutshell, customer service technology is the adoption of tools, processes and a confident customer service strategy that enhances the customer experience and helps achieve the optimum return on investment (ROI).

Technology gives customers the option to choose how they would like to reach businesses and when they’d like to reach out to them..Here’s a look at a few of the options.

All the way mobile friendly

Mobile phones are a huge part of society and the way we all interact with one another. We’re now swamped with information and content at just the tap of a screen. The convenience of having a mobile friendly customer service channel is invaluable to a business because it allows instant communication with the customer.

Video chat

Video conferencing is more and more a part of our every day lives, be that personal or professional and using it is trending in the customer service industry. Visual engagement creates a personal touch that makes the customer feel valued.

It also means that any questions or queries customers may have can be answered all in one sitting. Perhaps they’re browsing a specific service and have a query about pricing. Or what’s included. How easy is it to jump on a video call for ten minutes?

The customer’s query is answered swiftly and with direct ease, building brand credibility and really showing the customer that they should think about future business with you.

Omnichannel support

With omnichannel support it’s all about giving the customer the opportunity to choose how they communicate with you. Whether that be through live chat, SMS, social media, phone, or email. You’re holding out all the cards for the customer to choose what best suits them, which will only add to that seamless experience.

Summary

Customer service is the basis of the consumer and business partnership that so many of us participate in, whichever side of the relationship you’re on.

Let’s face it, having a good relationship with customers isn't always easy, and it often depends on whether those individuals had a positive experience with a business. By focusing on the ease in which customers can reach your customer service, you can always keep one or two steps ahead.

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