Leveraging Technology to Improve Customer Service and Grow Your Business

EP 44 - Leveraging Technology to Improve Customer Service and Grow Your Business

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Let's start with a simple question. Do you want to exceed your customer's expectations?

Do you want to provide superior customer service?

Have you ever wondered how some businesses seem to effortlessly provide excellent customer service? While still growing their customer base.

Well, today, we're going to dive deep into the world of technology. And discover how it can enhance your customer service strategies. Improve your business operations, and ultimately drive your business forward. So, grab your notebook, get ready to take some notes, and let's jump right into it.

Welcome back to another exciting episode of the ask Ralph podcast, where we discuss all things, finance, taxes. business growth, and personal success. I'm your host, Ralph Estep, Jr.

And today we have a topic that is absolutely vital for any business. Big or small.

Leveraging technology to improve customer service and grow your business.

So stay tuned for some great tips on how to [00:01:00] exceed your customer's expectations.

 Before we dive into the technological solutions available for improving customer service.

Let's first understand why customer service plays such a crucial role. In our businesses.

Customer service is the backbone of any successful business. It's not just about resolving issues or answering inquiries. It's about building relationships. And providing an outstanding experience for our customers.

Research shows that businesses with excellent customer service retain more [00:02:00] customers and have higher customer satisfaction rates. So, it's not just about growth. It's about building longterm success. And don't, we all want longterm success and customers for life.

Now, let's find out how technology. Can help us achieve just that.

With the advancement in technology over the past few decades. businesses now have a wide range of tools and solutions at their disposal to enhance customer service.

One such tool is customer relationship management.

You may have heard this called (CRM) software.

Popular CRM software like Salesforce. HubSpot, or Zoho CRM allows businesses to keep track of customer interactions. Preferences, and their history. It enables us to personalize our interactions and cater to our customer's needs. More effectively.

Another technology that has revolutionized customer service is the use of chat bots. You've probably seen these [00:03:00] all over the internet. Chatbot platforms like Intercom, chat, fuel, or many chat are AI powered virtual assistants that can handle basic customer inquiries. Provide prompt responses, and even automate repetitive tasks. They are available 24 hours a day, seven days a week, ensuring that your customers receive immediate assistance, regardless of the time of day.

The truth is we are using these in our accounting business. And if used correctly, they truly have the ability to enhance customer service. Notice that I said, enhance. I really don't feel that they are a true replacememt. But they do serve their purpose. In a broader sense. These are all really self-service options.

So let's dig a little deeper. into self services for your customers.

Self-service options have become increasingly popular in today's fast paced and digital world. Customers appreciate having the freedom and convenience to find information or resolve simple [00:04:00] issues themselves. It saves them time and provides a sense of control over their experiences. Businesses, on the other hand, benefit from reduced support costs. increased efficiency, and improve customer service by offering self service options, giving your customers the power to help themselves, which ultimately leads to a better overall experience.

In our practice, we use these for scheduling. Form completion as well as digital file access. They give our customers immediate access to assist with their needs. 24 hours a day. Seven days a week. When it's convenient for them.

So now that we understand the benefits of self service, let's explore how you can create effective self-service portals. Firstly, and this is the most important part. You need to identify the most common customer inquiries and issues.

This will help you determine what information resources to include in your portal.

And then, you want to select the right software for your self service [00:05:00] platform. There are some great options available, such as fresh desk. Zendesk, which my accounting firm actually uses and. We really like. Or help scout. That provide customizable self service templates, knowledge bases, and fAQ's, or frequently asked questions for the people that don't know what that means. Additionally, it's important to ensure that your self service portal is user-friendly. That is so important. It needs to be intuitive, and easily accessible from your website or a mobile app. You don't want to create another obstacle for your customers?

Unfortunately, I've seen that. Where businesses think they've got this great self service portal, but it just becomes another obstacle to getting to them from their customers. The success of your self service portal depends on the quality and relevance of the content you provide.

So you need to start by identifying the most commonly asked questions and common issues. Craft clear and concise answers, along with [00:06:00] step-by-step guides and tutorials. I include visuals where applicable, as they can enhance understanding. the truth is most people love to see something visually. You need to constantly update your content to address new inquiries and challenges. Regularly gather customer feedback to identify areas where your self-service portal can be improved. By providing comprehensive and up-to-date content. You can empower your customers to find the information they need and help themselves.

Now, this is the hard part.

You've got to be willing to ask for feedback.

And more importantly is do something when you get that feedback. After you build a valuable self-service portal, it's crucial to promote it effectively.

The best way to do that is incorporating links to your portal on your website. Prominently displayed where customers can easily find them.

In our case, we put a lot of those self service links, right at the top of our website. For example, if somebody wants to come on and schedule an appointment in our firm, you can just click on the schedule now button it's right [00:07:00] at the top. We also have a link there for our digital filing cabinet and those sort of things. You need to train your customer service team to actively direct customers to the self service options when appropriate. But just be careful on this step folks. 'cause you don't want your customers to feel like you don't want to speak to them personally?

Another way you can do that as a leverage, email marketing campaigns and social media channels to promote the benefits of your self service portal.

Remember. The more customers become aware of this helpful resource, the more likely they're going to utilize it to their advantage.

But now this doesn't just stop. So to remain. effective. It's essential to track and analyze the use and performance. of your self service portal. Utilize analytic tools provided by your self service software to gather insights on which articles or resources are most accessed. How satisfied customers are with their experience. And truly this is so very important. Look for where improvements can be made. Listen to [00:08:00] customer feedback, both positive and negative, to make necessary adjustments and enhancements. of the things I hate is when you give somebody some feedback and they do nothing with it. I read a book, several years ago called it a complaint is a gift and I would encourage all my listeners to go get that book. And basically what it says in that book is if someone's going to take the time to give you some feedback, that is a gift you need to use that.

And, it goes along with what we're talking about here.

So now let's move on to social media.

This could be sort of an ugly topic. A lot of people don't want to get into the social media thing, but it does have its place. Social media has become an integral part of our lives. It's not just a platform for personal connections. It's also a powerful tool for business to engage with our customers. Many businesses, use social media management tools like hoot suite. Sprout social, or a buffer to manage their customer service presence effectively. By having a strong social media presence and actively monitoring your social channels, you can ensure that your customers receive timely responses and [00:09:00] exceptional support.

And this digital age, social media platforms have become key channels. For businesses to connect with our customers and provide timely and efficient support.

 here's some ways to utilize social media effectively for customer service.

And this one is critical. Listen and monitor. Keep an eye on social media platforms to actively listen to what your customers are saying about your brand. Monitor mentions and hashtags related to your business and promptly address, any complaints or feedback. The truth is this can turn into a full-time job. But it is essential. that you keep track of what is being said about your business online and through social media channels. And what goes along with that is to be responsive. Respond to customer inquiries or comments in a timely manner. Social media users expect quick replies.

So aim provide helpful and thoughtful responses as soon as possible. This shows your customers that you value their time and their [00:10:00] concerns.

Now, this one kind of goes without saying, but it gets lost sometimes in the shuffle. You need to provide personalized support. Social media allows you to engage with customers on a more personal level. Use their names. I refer to previous interactions, and tailor your responses to their specific needs.

This can help build stronger relationships and improve customer satisfaction. The truth is. I learned this in Dale Carnegie course. People want to be recognized and call by their name. This is so very critical to relationship building and continued maintenance. And we've lost this in our digital age. You know, we don't refer to people by their name when we're texting back and forth.

So this is a great opportunity to really use their name. Now you can use chat bots or automated messaging: as well to get on social media and to use that for your business. Implement chat bot technology to handle basic customer inquiries or provide automated responses. We talked a lot about this earlier. on in the podcast. This can help streamline your customer service [00:11:00] efforts and ensure that inquiries are addressed, even outside regular business hours.

And this one is very important. And you need to train your staff on understanding that sometimes they need to take conversations. Private, some customer inquiries or complaints may require more detailed discussions or sensitive information. If that's the case, always direct the customer to continue the conversation through private messaging or email to maintain privacy and provide dedicated assistance. Like I said, this is something you need to train in your organization.

Unfortunately, I have seen. So many times on social media, where there is a discussion about a particular customer service issue that is left in the public sphere, and it becomes a dart throwing competition. That's not what you want for your brand.

So remember, social media is not only a platform for marketing and branding, but also a powerful tool for customer service. Utilizing it effectively can enhance your relationship with customers and showcase your commitment to [00:12:00] their satisfaction.

As technology continues to advance at an unprecedented pace.

And isn't that a true, there's always something new coming out. The future of customer service looks incredibly promising. We can expect to see more integration of AI driven solutions, such as voice assistance in augmented reality. This is all going to play out in the customer service sphere. Companies like Amazon with their Alexa voice assistant or apple, Siri are already leading the way in voice assistance technology. These advances will allow business to deliver even more personalized and immersive experiences to their customers.

We all have to embrace this technology and realize that there's a place for it. It doesn't need to be a replacement for customer service at the person, you know, person to person level, but we need to recognize there is a place for it.

Well, that brings us to the end of today's episode. on leveraging technology to improve customer service and grow your business.

I hope you found this information valuable. And are excited to implement some of these strategies in your [00:13:00] own business.

Remember. Excellent customer service is not just a goal. It's a journey. We talk a lot about journeys on the Ask Ralph podcast, but that's the truth. Continuously seeking ways to enhance the experiences you provide to your customers will undoubtedly set your business apart from the competition.

If you have any questions, feedback, or suggestions for future episodes, I would love to hear from you. Visit our podcastPage@askralphpodcast.com where you can leave us a review or send us a message. Listen folks, your input is greatly appreciated.

I would love to hear from you what show ideas and other things that you'd like me to cover on the ask Ralph show. Well, thank you for listening to the Ask Ralph. Podcast. I hope you've gained some valuable insights today. Remember as I always say, stay financially savvy. And keep striving for personal success.

Well, God bless to you all! have a great day. [00:14:00]