5 Tools to Make Customer Service More Effective

When looking for tools to make customer service more effective on webpage systems, there are many available technologies and strategies made available via recent advances in web development systems. This is a golden age for rich web content and interactivity, with computers becoming more powerful and bandwidth increasing.

However, just because computers and bandwidth are getting heftier does not mean they should be exclusively relied upon for increasing customer service. So, with that in mind, let’s take a look at five technologies and tools that can in fact make the best use of modern web technology to increase effectiveness in customer service.

Customer service is important, probably the most important key to successful long term patronage from customers at large, so this is one of our most important lists to date.

1 – Social Media

Social media is a powerful phenomenon, and one that can be deployed to make human interactions much easier. This is also makes it one of the more powerful tools to make customer service more effective on webpage structures.

Customers already have social media accounts, and utilizing this already-present system, with simple API integration most of them offer, makes it easy for customers to contact representatives to have problems and questions addressed rapidly and reliably – and in a form they are used to seeing in online communications.

2 – AJAX Chat

AJAX chat systems are useful and powerful as well. Utilizing live chat systems that aren’t reliant on heavy flash processes or java makes it easy for a customer to contact a customer service representative rapidly and real time with some level of privacy, and from any platform.

Less reliant on bandwidth and compatibility, this makes the mobile web platform also easily reached, due to just about any browser on any device supporting AJAX structures as well as HTML5.

3 – Remoting

Remoting software was once relegated to client side systems but can now be one of the most effective tools for customer service. Allowing real time interaction between customers, representatives and the service in question, it can allow experienced CRM professionals to demonstrate directly how to solve problems or utilize features the customer may be confused about.

Be careful with this one, as it can still be bandwidth and resource-heavy, especially in this browser format.

4 – Skype and Google Talk

Stepping away from traditional phone systems, which are costly and unreliable, Skype and Google Talk are voice over IP systems which allow clear, distance-independent conversations online.

More and more people are moving to these platforms rather than traditional phone carriers when possible. It’s affordable, as these services are free for client-to-client calls, meaning this is also a fantastic ROI opportunity when it comes to CRM budgets.

It’s convenient for online customers as well. Avoid use of the video feature, many customers are a bit reluctant to use cameras on the internet, and this isn’t going to change for at least a century.

5 – Community Forum Systems

This is one of the older tools intrinsically, but crowd-sourcing is now a respected and tried-and-true method of handling routine CRM issues. Customers can in fact help other customers with simpler issues such as “how do I …” or “is it possible to …” questions. Many companies utilize this concept and to great success, such as Google, Microsoft and Apple.

While it relies on a bit of altruism in humanity, and still needs some administrative supervision to prevent contamination and error, it’s very effective and not very consumptive of resources at all.

It was once regarded as a lazy cop out, but in modern times, it’s a legitimate and effective methodology.

These are all wonderful tools to make customer service more effective on webpage structures, and new methods and technologies arise every day – keep a watchful eye forever out for new and clever ways to handle this most important of user experience facets.

Stefanie Amini
is Specialist in Customer Success and chief writer and editor of I Want It Now, a blog for Customer Service Experts. Follow her @StefWalkMe