The Information Age has dramatically changed how businesses communicate with their customers. Since technology is growing at a rapid pace, customers now expect companies to respond at the same level of speed. This means that when a customer asks a question on Twitter and Facebook they expect an answer within a short period of time. Many businesses are slowly starting to realize that they must change the way they do business to remain relevant with consumers. Companies can use technology to become more successful. Below are five different ways businesses can use technology to improve their efficiency and productivity.
1. You Can Use Technology To Solve Customer Disputes
Regardless of what you sell, every business will have customers who are not satisfied. Although it may not be possible to contact every customer, you can leverage the power of technology to solve a range of disputes and communicate with customers. One way you can use technology to resolve issues with unsatisfied customers is through social media channels. Many companies in almost every industry use Facebook, Twitter, and other social media platforms to resolve customer issues and answer their questions.
VoiceBase offers another way to communicate with customers and fix certain disputes before they get out of hand. The company focuses on gathering insightful data from phone calls, videos, and other forms of media. VoiceBase has a variety of services. They offer transcription services and use powerful speech analytics to analyze certain keywords and topics. The software can also identify the speaker’s pitch and tone. VoiceBase’s predictive insights also give customers the ability to classify the calls in their call center so they can immediately identify if the person contacting them is a potential sales prospect or not. Their software can redact sensitive information and monitor different events for positive and negative comments. Ultimately their tools can allow you to resolve customer disputes and communicate better with your customers.
2. You Can Use Technology To Understand Your Customers Better
Do you understand your customers? Are they mostly male or female? What motivates them? Do they have any hobbies? Why do they buy your products or services? Knowledge is power. The more you know about your target demographic, the less problems you will have creating effective marketing campaigns.
According to an article published online at Fortune Magazine, the number of people using social media is growing at an exponential rate. Business owners can capitalize on this by studying what their target customers share online to understand their values. Facebook, Pinterest, and other platforms can give entrepreneurs or managers valuable insight about their customers or prospective customers.
3. You Can Create A Mobile App to Increase Sales And Brand Awareness
When people want to find a business, they normally turn to Google, Yelp, or search for their mobile app. Over the last couple of decades, mobile apps have replaced the Yellow Pages. A mobile app can give customers a way to access information about the company. When they want to know what time your store is open on the weekend or have a specific question, they can easily visit your mobile app to get the answer. You can give users special discounts and offer different promotions to mobile users to encourage them to make a purchase.
If you don’t have the technological expertise, you can always hire Dot Com Development to design your company’s mobile app. They can develop one that is tailor-made for your according to your specific business goals.
4. You Can Use Technology to Automate Some of Your Company’s Customer Service
If a customer experiences a problem with your product or service, they expect you to fix it as soon as possible. This can be a problem if you are a solo entrepreneur or do not have enough staff on hand to resolve their issues immediately. One way you leverage technology to improve your company’s customer service is to use automation.
For example, you can use Pypestream’s services. A recent CNN Money article discusses how Pypestream and similar companies are the future of customer service. The company uses machine learning and artificial intelligence in the form of robots or “bot” to automate some of the customer service experience and answer common customer questions in email and chat rooms. This means you won’t have to hire extra people to work in your call center and many customers won’t even know that bots are answering their questions. A service like this can help you focus on more strategic matters.
5. You Can Use Technology to Support Multiple Customer Service Channels
Finally, another way you can use technology to improve your company is to combine multiple customer service channels using one platform. This can make your company more efficient. One company that allows you to manage multiple channels is called Boom Sourcing. The business provides excellent customer service by managing inbound and outbound phone calls.They also offer text message and email support for companies that want to outsource it. Boom Sourcing is great if you want to follow up with customers after they make a purchase. For example, let’s say a customer bought something on your website. Your company could use Boom Sourcing to contact them and thank them for their purchase. They can also ask them for feedback and to leave a review if they are satisfied. This can benefit your company since people are more likely to buy from a company that cares about what they think.