When a customer has a question for your business, they expect a response within a day. Fortunately, technology can help with that — here are six digital tools you can use to better service your customers.
[Read more: 8 AI Tools and Features to Enhance Your Customer Service Experience]
Customer relationship management software
Customer relationship management (CRM) software lets you store information about your customers and your interactions with them. You can track purchases, phone calls, emails, and complaints from a customer. A CRM can also store a customer's contact and demographic information.
This information helps you better understand your customers, giving you more opportunities to cross-sell or upsell to them. It can also help you identify ways to reengage customers who haven't bought anything from you in a while.
The right CRM software is cloud-based, intuitive, and customizable for your business. Which CRM you use depends on the type of business you run — for example, you can look for a CRM that caters to service-based businesses or companies in specific industries.
[Read more: What Is a CRM System, and How Can It Help Your Business?]
Live chat feature
Every customer wants a quick resolution to their problem. A live chat feature on your business's website allows customers to find the answers they need without calling your business directly.
When someone visits your website, a live chat box immediately pops up. The individual can type their question into the chat box, hit Send, and wait for a response. The representative usually responds within a few minutes and helps the customer resolve the issue.
Look for a live chat solution that integrates with your CRM so you can track these customer interactions. The information gleaned from these interactions also allows you to follow up and ensure the customer is satisfied.
Make sure your website has a contact page that clearly lists your company's business hours and different ways customers can reach your business.
Knowledge base
Many of your customers will have the same questions. Having a knowledge base can help consumers find the answers to their questions in one convenient place. A knowledge base is a central database with information about your products and services, answers to frequently asked questions, video demonstrations, and more.
A searchable knowledge base allows your customers to quickly find answers to their questions. It also frees up your customer service representatives to handle more pressing customer issues.
Social monitoring tools
Social monitoring tools watch sites like Facebook and X for company mentions. If someone posts a complaint about your business, the customer service team can respond and try to resolve the issue.
You can also use these tools to monitor your competitors and identify trends in your industry. Social monitoring tools can also help you identify potential influencers who can represent your brand and introduce your company to a new market.
[Read more: Smart Ways to Leverage Social Media Analytics for Small Business Marketing]
Customer surveys
Regularly sending customer surveys is an excellent way of gathering customer feedback. These surveys can be used to gauge overall customer satisfaction or solicit feedback about a new product or service you're considering launching.
Tools like SurveyMonkey can integrate with your CRM so feedback is included in a customer's profile. Plus, integrating surveys with your CRM makes it easier for customer service to follow up on any issues that customers are experiencing.
Contact page
With so many online tools available, it's easy to overlook the importance of giving customers an easy way to contact you during regular business hours. Live chat and knowledge bases are excellent features, but they can’t replace interaction with a customer service agent.
Make sure your website has a contact page that clearly lists your company's business hours and different ways customers can reach your business. Every customer has a different preferred way of communicating, so offering multiple options is the best way to accommodate everyone. For example, customers can call your company directly, fill out a support ticket, or use the live chat feature.
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