If you want to continue to grow your business and remain competitive in your industry, you must learn to scale your customer support. One way to grow and scale your customer support is by improving your remote customer service.
The good news is, this doesn’t have to be a complex process. There are many tools and resources you can use to improve remote customer service without the extra hassle.
Use Customer Service Software
An effective customer service software solution will allow your customers to quickly submit support tickets, provide you with several means of communicating with customers (email, phone, chat, etc.), and allow you to assign tickets to agents. Your agents should also have the ability to quickly respond to customers.
Additionally, you want to lookout for key features such as the ability to view unresolved and pending tickets to help your team stay on top of things. You should also have the option to gather analytics and view reports. Our team at Smart Link Solutions, uses Freshdesk to accomplish these tasks.
Add live chat to your website
When a visitor lands on your website, give them the opportunity to quickly ask and receive answers to any questions they may have regarding your products and services. This is a great way to boost conversions and show your customers that you truly care.
You can work with a professional web design company to ensure that your chat widget is properly installed and ready for use.
Communicate via Email
Every business should focus on building a mailing list. Do not rely solely on your social media following or in-store traffic to keep your prospects and customers in the loop. Regularly update customers and prospects by sending out eblasts.
You can send out a simple newsletter with company updates, marketing emails, or emails asking for feedback from your customers. Email marketing is still very much alive and well, and it is a critical part of any business’ digital marketing strategy.
Update Phone Systems
Another way to improve remote customer service is by making improvements in your phone systems. Add custom on-hold messaging to notify customers of any changes in your business. This is also an opportunity to share any special offers and events.
You can also simplify the process of receiving incoming calls by using an auto-attendant. An auto-attendant is a cost-effective way to manage the flow of your calls without relying on a receptionist or operator.
If you are ready to enhance your remote customer service and increase ROI, contact Smart Link Solutions today to learn more about our digital marketing services and telecom solutions.