Customer service has never been more important than it is today. With brands and businesses going above and beyond the call of duty, aiming to provide an excellent, faultless service in an ultra-competitive environment, customer service standards have risen to new levels.
Digitally, we now expect our brands, organizations and institutions to be present and accommodating across a number of mediums and platforms. We expect a frequently-updated social media stream, a fresh news feed and today, customer service has become another part of that package. We want assistance, proactive service and for it to be accessible, portable and suited to our needs.
This costs money however, and as a level of service, is extremely difficult to provide on strict budget. We’ve compiled three tips on how to reduce your customer service costs whilst still providing a market-leading level of service digitally.
Let your customers become your customer service staff
Sounds crazy doesn’t it? However, there’s method in the madness, and it’s not to be taken as literally as it’s written.
So just how do you manage to get your customers working for you? At least without losing them forever or offending them. The answer: discussion forums. By hosting a discussion forum for member to openly talk about your brand, you can end up indirectly saving yourself staff time (and then money) on customer service.
By having a forum in the first place, you’re letting users express their queries and concerns, opening up opportunities for others to provide answers publically. Over time, this could form part of a basis for cutting back on customer support shifts, depending on the nature of your business.
Put the groundwork in and work less with a Q&A forum
Similarly, you can put time in to initially build up a question & answer section as a foundational resource on your website. Whilst it may take time to build up, once you have given an answer to a specific customer question using Telligent Community, and marked it as an official ‘accepted answer’, you won’t need to answer it again. Think of it as time saved in advance.
Want to maximise your return on digital investment whilst reducing customer service costs? Read more about Community’s question & answer features.
Utilize live chat instant messaging for less overhead cost
Live chat instant messaging not only eases the pain and stress of phone calls for customers, but also means that your customer service team can operate on a streamlined budget, whilst still offering high standards of support.
Telligent’s private messaging application includes both single and multi-user presence information, as well as transcript features for post-chat review.
Whilst these three tips might be quick and easy, there are endless marginal gains and wins that can be implemented using Telligent Community. Speak to one of our experts today for more information on how Community can benefit your organization.