Customers have their own schedules to manage and don’t want to wait on hold or for a call back when placing or checking on an order. Research has also revealed that customers are growing accustomed to placing and tracking orders or appointments online. Offering self-service features on your website or mobile apps can satisfy time-crunched customers, as well as free up time for your customer services team to spend on other valued clients.
Today’s tech-savvy customers appreciate the opportunity to manage account or order details with their mobile devices. Download “Technology Accelerates Business Growth: 6 Critical Business Processes To Build Customer Loyalty,” to learn how valuable online self-service features can be to your business. Basic self-service features can include:
- Account management: Customers can manage personal or company details, place new orders, check on the status of existing orders, and pay invoices online.
- Tracking and scheduling: Customers can follow an order from start to finish online, including tracking their order as soon as it is packed and shipped so they can be ready to receive a shipment.
- Product information: Customers can check your website or apps for product information, for example comparing prices or to check on bulk pricing. They can evaluate their needs and options on their own time and be better prepared when placing an order.
Online self-service options offers a time-saving convenience to your customers and can improve the productivity of your customer service teams. Your customers can use online services to get the information that they want on their own time – often faster than placing a phone call or waiting for a call back. You can engage customers through different online channels such as through your website, social media sites, and mobile devices. These engagements can reduce response times, improve case resolution, and provide a knowledgebase of information about common customer needs. By reducing the distractions in-house, your customer services teams can have more time to interact with other customers on more pressing matters.
Today’s innovative business management technology can strengthen relationships with your customers and improve customer satisfaction as well as increase productivity.