How your Office Technology can Improve your Customer Satisfaction
Posted on Dec 12, 2014 by Russ Fordyce
Most companies operate with the goal of customer satisfaction in mind, but all too many fail to measure up. Gaining the trust of your customers and making positive impressions on them is a full-time job, after all, and many factors need to work together in perfect harmony to succeed. For example, you can have the best, most reliable service in the world, but if your customer service representatives are poorly trained, it means nearly nothing. Similarly, even if you’ve got the most skilled and knowledgeable employees on your team, it won’t matter at all to your customers if they are difficult to get in touch with due to office technologies.
There are a lot of ways that the technology you use in your office affects what your customers think of your company as a whole. Here are a few ways to improve your technology to, in turn, improve your customer satisfaction.
Use a Multi-Faceted E-Mail Service
A lot of businesses – small businesses, in particular – are guilty of having just one or two people manning the incoming e-mail questions and complaints. What happens if those people call out for the day? What happens if your e-mail styles aren’t compatible with the platforms your recipients are using? If you upgrade your e-mail systems and center them in the cloud, a lot of potential mishaps could be avoided. Cloud-based e-mail services will allow employees to check their e-mails from their home computers or cell phones. If they aren’t available, they can have their e-mails re-routed or give access to other employees for the day so that customers’ e-mails don’t just sit in dead space for a day, two days, or an entire vacation period.
Upgrade those Business Phones
Everyone has experienced this at least once: calling a company, asking to speak to a specific person regarding a specific concern, having your call passed from employee to employee until they find the right person to talk to you, and ultimately, being put on hold or sent to a voicemail. It’s frustrating, and it really colors your opinion of that company. Now that you’re on the business-end, you need to make sure this doesn’t happen. Upgrading your business’s phone system to one that’s based in the cloud allows you to make sure that every call is being answered and every deal is being closed. An automated service desk will make sure that calls are always being sent to the right people and always being answered. It also means that people can choose to re-route their phones to their mobile phones or even to another available employee so that calls are never missed no matter where you may be. They even allow you to take calls from a mobile app or computer anywhere in the world, so vacations and business trips don’t get in the way of maintaining relationships with customers. Your customers will love how easy it is to get in touch with you.
Enable Fax by E-Mail
It’s important to have a service that allows you to send faxes by e-mail, especially if you don’t have or can’t often be near your fax machine. If a client needs an invoice right now or a partner needs something signed, you can send a fax from your computer or even from your phone. You no longer have to make people wait, which allows your business to run smoothly and customers to get what they want when they want it.