This is the second part of our article on Web Hosting: The Future Of Customer Support for the first section click on the link above.
We need to keep up with the Jone’s and have access to all the latest technology and staff training is an ongoing and never ending exercise. This the one area where size really does matter as the small enterprises feel the pressure trying to keep up with the Big Boys and their toys.
Staff need to be multi-tasking on a scale that would not have seemed possible just one generation ago. Our customer service operatives have to juggle between phone calls, chat session, email, social media and SMS messaging. This also means proper reporting and application of customer-focused metrics.
Over the passed 5 years we have seen the adoption of social media in the world on biblical proportions. Over 20% of the planets population are now on Facebook alone. It is no surprise therefore that customers are becoming increasingly engaged in this forum and customer service departments have no option but to get involved here to.
This involves more than at first meets the eyes as we are now touching on marketing territory and technical support areas of overlap. It is important to formulate a global social media strategy that has participants from all areas of your web hosting organization.
As client expectations rise, firms have no option but to gear-up into the next-generation territory. Here are three main areas to look at:
social and mobile engagement
A lot of improvement has come about through the huge amount of information we can now collate but unless this information is organized and easily retrievable it becomes the very thing that slows us down. It is well known within companies that by focusing on giving the customer what they want, the way that they want it at a price they are happy to pay will increase revenue.
The aim of all company leaders is to know how the customer will react to their offerings and to record and access this huge amount of information being accumulated is aiding in this endeavor. Also when things do not go according to plan then this personal detail should enable customer service personnel to best solve the customers specific problem in a unique and personal way.
To continue this article please click on the link below for part 3