27 January 2021
Digital transformation for your 2021 customer service
It’s that time of year, kids, when we tuck into what your business needs to digitally transform your customer service department to make it a sales and marketing productivity powerhouse. With remote working and efficiency being key desired features, Click4Assistance has developed this list to assist your business in its digital transformation while the world of customer communication evolves.
Work flows are very important to maintaining high levels of productivity in your organisation, but even more so for customer service. Customer service has to juggle multiple communication channels and update your internal CRM to maintain comprehensive and updated customer notes. Juggling all of this can be quite challenging for even the most organised agents, which is why opting for a software with an integrated customisable dashboard will be the best thing for your customer service agents’ work flows. They can have everything they need in one place, reducing the time spent searching through application windows to find the right one.
2020 taught us many lessons, but the most fundamental lesson was about remote working capabilities. For years, business tech gurus preached about remote working and ensuring your business was remote working capable, should the need arise, but when the pandemic hit, few were properly prepared, leaving most organisations scrambling for remote access. Keep your customer service operating seamlessly, in office or remotely, and keep your business online, no matter what happens in the world.
We are getting busier, and customers are expecting instant replies, thanks to the impact of instant messaging culture. This widespread need for immediacy places your customer service team under undue pressure with impossible targets. But what if there was an artificial intelligence chatbot that could greet all incoming website visitors, answer basic questions and assist with sales, no matter what time or day it was, or how many people were on your website? Those solutions exist, and they are much easier to deploy than ever before, while still being cost effective. Click4Assistance’s Artie and Coni can completely revolutionise the way your business engages customers and increase your potential revenue on your website.
Switch to video appointments
The 2020 pandemic drove global adoption rates for this communication channel. While it is still widely used, even outside of a lockdown situation, switching to video chat appointments and meetings may be a better alternative for your customers. Some meetings and appointments require a physical presence, but for those that do not, can be switched to video chat. The massive benefit is the increase in meeting and appointment attendance, since it is much more convenient than face to face meetings. This also provides a better customer experience for those who have difficulties with mobility, or are in situations where time off from work or travelling to an office may be more challenging. It’s a win-win in all departments.
The best live chat is the answer
Live chat software, such as Click4Assistance, is not new to our communication world, however, it is becoming a more productive choice for customer service. Since customer service agents can chat with multiple customers at a time on live chat software, your team will immediately become more efficient while your call waiting time and call volume will reduce as customers use live chat more. Overall, your customer service team will be able to chat with more customers, while improving their experience and satisfaction, increasing their potential as long term customers for your business.
Click4Assistance, the best live chat in the UK!
Click4Assistance has over 15 years of experience supporting businesses like yours with their customer service software solution. If you’re interested in deploying Click4Assistance, the UK’s premier GDPR compliant live chat software solution, to increase your business’ productivity for 2021, give us a call on 0845 123 5871 or send an email to firstname.lastname@example.org and one of our experts will be with you right away. Not ready to reach out yet? Discover how it works, try a demo, or better yet, try Click4Assistance completely free for 21 days.