{"id":7136,"date":"2020-12-02T14:29:00","date_gmt":"2020-12-02T14:29:00","guid":{"rendered":"https:\/\/www.intexsoft.com\/?post_type=blog&p=7136"},"modified":"2022-07-19T12:37:43","modified_gmt":"2022-07-19T12:37:43","slug":"how-to-improve-customer-service-with-technology","status":"publish","type":"blog","link":"https:\/\/intexsoft.com\/blog\/how-to-improve-customer-service-with-technology\/","title":{"rendered":"How to Improve Customer Service With Technology"},"content":{"rendered":"
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December 2, 2020 \u2022 by \t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tAlexandra\n\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t

How to Improve Customer Service With Technology<\/h1>\n\t\t\t\t\t\t\t\t\t\t
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Due to the 2020 crisis, many businesses suffered or were closed. However, many survivors caught the wave and went online. Other companies have been presented online for a long time, now looking to improve their services since customers have a much wider choice. If they don’t like something on your platform, they will leave to find better options.<\/span><\/p>\n

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This critically increases the importance of customer service and experience. So, in this blog post, we are going to talk about the functionality you should consider and implement to your online shop to improve customer service.<\/span><\/p>\n

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How to improve communication<\/span><\/h2>\n

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Think of the ways how customers can reach out to your customer service team. There are many options to consider: phone calls, emails, contact forms, chatbots, etc. Ideally, it is nice to have all of them integrated into your platform. Because each group of customers may prefer different means of communication, let’s take a quick look at each of those means.<\/span><\/p>\n

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1. Phone calls<\/span><\/h3>\n

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There are multiple ways how you can provide your customers with the opportunity to contact by phone. First, make sure you have all the contact information on your website. Usually, it is placed in the footer section or on a separate web page. This way, the customer can copy the number and make a call.<\/span><\/p>\n

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The second option is to place the call button right in your app or website. When the user pushes the button, the number is opened in the phone app, and they can call or save the number straight away.<\/span><\/p>\n

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Example of \u201ccall link\u201d on\u00a0HubSpot<\/a><\/p>\n

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The third way is to integrate the call booking system. Customers can choose from available dates and time slots, describe the issue to be discussed and book a phone call with a manager just in a few clicks.<\/span><\/p>\n

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Call booking with\u00a0Calendly<\/a>\u00a0service on\u00a0Primelephants.com<\/a><\/p>\n

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2. Contact forms<\/span><\/h3>\n

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The main rule for contact forms – they should be visible and simple. This will absolutely help to improve customer service, as customers somtimes experience difficulties when try to reaching out to you. Place them in the most visible sections or even on a separate page. It’s nice if you have a small but noticeable pop-up that leads to the contact form. Don’t forget to make sure that they are not annoying because most users hate huge pop-ups or ones that distract from the content.<\/span><\/p>\n

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Which concerns forms’ size – the fewer fields, the better. Don’t make your clients spend much time filling out the form. They won’t like it, especially if they have some urgent issues.<\/span><\/p>\n

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We also recommend you set up prompt notifications on new inquiries, not to miss anything, and answer right away if possible.<\/span><\/p>\n

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Contact form at\u00a0Scribd<\/a><\/p>\n

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3. Emails<\/span><\/h3>\n

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This point is similar to the one connected with phone calls. First, make sure you have all the contact information on the website or in the app; second, you can integrate the email button, so when the user clicks it, the mailing service opens with the already entered email address.<\/span><\/p>\n

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4. Chatbots<\/span><\/h3>\n

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Do you still reply to clients’ messages from 9 to 5? That is an odd approach that doesn’t work anymore. If the users do not get the answers promptly, they will go and find them somewhere else. A chatbot is a great tool to answer all frequently asked questions 24\/7 based on the sets of trigger words. If a customer requests something specific, a chatbot can redirect them to the human manager or reference the needed information.<\/span><\/p>\n

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Chatbots are usually placed at the bottom of the screen and can be folded or closed, not to interrupt the website or application content.<\/span><\/p>\n

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There are also voice bots. They work pretty much the same way, but on the phones. If somebody calls to get the frequently asked advice, a voice bot can answer autonomously. However, if there is something specific, the bot redirects the call to a customer service manager.<\/span><\/p>\n

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Chatbot at\u00a0HubSpot<\/a><\/p>\n

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How to improve payment<\/span><\/h2>\n

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Payment is the last and probably most crucial stage of the order formation and the customer’s last chance to change their mind. Here, everything must be as clear and convenient as possible. Below we’ll discuss the essential points to keep in mind.<\/span><\/p>\n

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1. Payment Methods<\/span><\/h3>\n

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This is hard to imagine today’s world without electronic payments. The payment methods vary from one platform to another. Let’s look through the major existing options:<\/span><\/p>\n

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