As technology continues to change, businesses need to make the necessary adjustments, ensuring that they are keeping pace in order to meet customer needs.
For example, the popularity of tablets and other mobile devices could lead to more consumers using the internet for shopping needs. If businesses have quality online customer services in place, they will guarantee that they can offer more to those consumers.
A recent blog post on Business2Community, discussed the importance of customer service, even as technology evolves. Specifically, social media has become more popular, with some individuals preferring that form of contact.
According to the post, which looked into the results of an infographic, customers who have engaged with companies via social media spend 20 to 40 percent more money with those companies. Also, when receiving positive customer service through social media, 71 percent of consumers recommend the brand.
"Poor customer service results in a loss of sales," explained the source. "Of those surveyed, 800 out of 1,000 said they did not make a purchase because of poor customer service. So, whether you're running a business or purchasing from a company, be sure to incorporate good customer service with your social media – it could mean big sales."
Additionally, by the end of 2017, more than 624 million utility customers worldwide will use some form of social media to engage with their electricity providers. This blog has previously discussed ramifications that can ensue when utilities are unable to keep quality contact with residents.
Even if social media is not a main aspect of a company’s business plan, partnering with a third-party answering service can be highly beneficial. Oftentimes, customers want to know that they can reach a representative and that the professional on the other end of the phone line – or email – will attempt to quickly and accurately answer any inquiries or concerns.