There are various channels that your company can use to help you serve your customers better and improve customer satisfaction.
However, not all channels might fit the goals, capacities, and needs of your business.
You also need to consider the convenience of your customers — like which channels they prefer using the most and they are familiar with to help ensure seamless service delivery.
To help you do just that, here are the top three channels that can help you provide better customer service.
1. Live chat
Your customers may have simple questions regarding your products and services that your Frequently Asked Questions (FAQ) page might not answer.
These questions might not be critical enough to require a call to your customer support desk, but they still need to be addressed.
A live chat option can be a perfect solution for this because it allows you to provide support services to your customers quickly.
With live chat, customers can get the assistance they need — making the process of purchasing your products and services more efficient — which can lead to higher customer satisfaction.
You can also outsource your live chat customer services if you lack the resources like infrastructure and personnel to handle the process in-house.
2. Phone calls
Phone calls are still one of the most popular points of contact in customer service because it allows customers to resolve issues with your products in the most direct and fastest way.
Plus, customers still widely prefer interacting with humans when solving problems or finding answers to their queries.
Another upside to providing phone-based customer support services is it’s already a tried and tested channel with an excellent success rate because it’s a familiar process.
Without the right capacities for it, though, your employees could get overwhelmed with the long queue of calls — which could negatively impact your service delivery and customer satisfaction.
By outsourcing, you can delegate your customer service to reliable BPO companies with contact centers that will help you deliver excellent customer support services.
3. Social media
As of 2019, there are 3.5 billion social media users in the world, and a huge chunk of that figure are your current and potential customers.
This makes social media platforms excellent contact points for your business because communicating with customers on social networks can be informal, direct, and friendly.
Plus, because social media is a public customer contact channel, it offers many opportunities for you to provide not just customer service, but also to market your audience.
Keep in mind that to use social media as a customer service channel effectively, you’ll need to take the right approach to ensure that your customers get the services they need.
After all, without a dedicated team to focus on customer complaints about your products or services, you’ll lose opportunities to provide quality customer service.
If you don’t have the resources to spare to manage your customer services through social networks, you can outsource to third-party providers.
This way, you can make sure that highly-skilled social teams can keep track of customer complaints on social media and quickly offer help to resolve the issues.
There are many channels your business can use to deliver customer service, but you need to find the ones that will help you achieve your goals.
If you’re going the outsourcing route to help your business with your customer service needs, you can work with us.