True customer satisfaction can be achieved in a number of ways, but the most successful approach will present a pleasing balance between the human and the automated. Companies that respond the most thoroughly to the needs of their users most often do so with a combination of internet services and perhaps a plain old telephone service.
An article from Greenville Online recently examined the ways devices like iPads are being casually incorporated into many customer service situations, from boutiques to medical facilities. Such developments have certainly provided workers with the ability to efficiently address customer needs, even on the very basic level of processing an order. The article also suggests that the use of these items can have a significant cost benefit.
However, newer systems and technologies can only do so much. This blog has reported numerous times on the advantages of having a live team answering phones for clients, but the most important reason is that, when done well, it works. Companies improve their image, address concerns, increase satisfaction and keep business steady when they can offer a live, well-educated team to answer questions. It's comforting to think that the future could mean the installment of devices to help enhance existing practices rather than replace them with droning, unhelpful automation.
An answering service is the ground-level face of the company and represents the user's connection to the businesses larger image and mission. Those that take proper care in selecting the kind of customer help they wish to implement, as well as staffing and supplying that help, may see an overall improvement in their performance. Technologies can be used to connect users more efficiently to other people, not machines, and businesses may wish to take this measured approach when it comes to the bottom line.