We’re all customers. And as customers we expect our needs to be met. These needs start from the product itself and don’t ever really end. We expect our purchase to last X amount of time and during that time we have the right to contact the supplier for help if we need any. And how do we do this? 20 years ago, you’d simply pick up the phone and call.
However, nowadays we have various ways to make contact; email, live chat, contact form, social media, messaging apps, video calls…and what do all these means have in common? They ALL require an internet connection. What does that mean for your business? That if you don’t have a fast and reliable internet connection your customer service will suffer and as a result your customer retention levels will drop.
Broadband & Tech in Customer Service
Technology is there to help customer service agents do their job more efficiently. This kind of technology is also known as Service Technology. Service technology is software which aims at assisting customer service teams achieve customer success. It includes tools to help improve workflow efficiency and make it easier for companies to manage the increasing demand for outstanding customer service. What are these tools?
- Video Calls: video is becoming a growing expectation for customers and your business should offer video as a means for customers to contact you.
- Omni-channel service: omni-channel service synchs all your communications channels into one platform enabling your teams and customers to work seamlessly between them.
- Real-time messaging: on-site conversations and chats are expected to be in real-time and authentic. If a customer was willing to wait for a response, they’d send an email.
- Remote work: your customer service teams should have access to all the tools needed to work from anywhere and at any time to meet customer requirements.
- Self-service: we’ve moved into an era of self-service where customers choose what they need, add to cart and checkout. Can your website cater for high demands?
- Email tickets: even though email is being used less these days it’s still needed, and you must make sure that you respond to every customer email timely.
Can your Network Handle the Load?
- Does your current network and broadband have glitches that result in your line dropping and you losing the call/chat/video? Leaving your customer dissatisfied and frustrated?
- Can you rely on your current setup to always be available and responsive when your customers try to contact you? Or do you appear to be offline most of the time?
If the answer to any of these questions is “Yes” then you’re in urgent need of a broadband upgrade and a network evaluation to avoid losing valuable customers.
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