Today’s post is from my friends at SocialMonsters.org.
Despite rapid advancement in technology over the years, getting ahold of customer service departments via phone can be downright aggravating and sometimes next to impossible.
We’re not just talking mom-and-pop shops without a customer care team, either — multimillion-dollar corporations have ditched the phones for what they see as emerging and efficient trends in customer service. Still, while the phones may be gone, service is better than ever.
Just look at Square, the Silicon Valley-based mobile credit card processing company that grew from startup to a billion-dollar enterprise in just a few years. For Square, dropping the phones was more than cutting costs. It built a comprehensive network of user forums, YouTube videos and a Twitter support handle (@SqSupport) with more than 30,000 followers to meet customers’ requests.
If you’re looking to create next-generation customer support for your client base, these are the trends in 2016 that small businesses and Fortune 500 companies are using to help more people in less time at lower costs.
Focus on Mobile
Nearly half the world owns a smartphone, and they aren’t using them for phone calls. Companies are shifting resources to build apps that help customers with information before they even contact customer support. Bank apps are a great example of this.
Confused about a charge on your credit card or have a question about your balance? Chances are the information on your account tells you everything you need to know right in the app. That makes delivery fast for customers, allowing them to go about their day, and it frees up potential resources for companies.
Digital Content Channels
Let’s say you buy a copy of Adobe Photoshop and aren’t sure how certain functions work in the newest version. You could contact Adobe directly and ask a representative for help, but most people will simply turn to YouTube in the hopes of finding a tutorial to walk through and solve their dilemma.
Because many online tutorials are user-made, the quality and accuracy varies drastically. That’s why companies like Adobe are taking the trend in-house by building their own content to help users along the way. So, the next time you search for a problem on YouTube, the top hit could come from the company itself.
Cloud Contact Centers
If you do want to integrate phone support into your company, you don’t need rows of cubicles and a bloated staff to make it happen, nor do you need to outsource jobs overseas. Cloud-based customer care is a great way to keep phone support stateside, while saving costs on office space. Everyone from Apple to thousands of small businesses use off-site phone support for customer care.
Proactive Customer Care
Want to really floor your customers with great service? Reach out to them before they reach out to you. How is this done? Mattress startup Tuft & Needle does this seamlessly with nothing more than a personal-written email after every purchase.
Tuft and Needle personally reaches out to each and every customer to find out what they think of the new mattress and how the company can improve its customer experience. That’s a practice that’s hard to scale for a larger corporation, but a fantastic way to get small businesses to stand out in the crowd.