Providing quality customer service is a concern for nearly all businesses. It is important to be timely, consistent, efficient, and polite. However, not all customer service aspects may be a job for humans. Automation offers many benefits to companies hoping to streamline their customer service, which can increase customer satisfaction and reduce costs. The following are four methods of including automation in providing customer service:
The research company Gartner has made a prediction that $1 trillion typically used for IT spending will now be targeted towards cloud computing rather than conventional IT equipment. Companies are more commonly spending their budgets on software rather than physical equipment that performs the same duties. This industry shift in spending on the cloud indicates the increasing realization of its importance.
Before it was called the "cloud," Giva was at the forefront of providing software-as-a-service (SaaS) applications for help desks, call/contact centers, and customer service support groups. As web technology has improved, Giva has made it a priority to provide elegant and easy-to-use systems for today's user.
With the growth of mobile use, Giva has continued to provide our customers with an elegant and easy-to-use system for technicians and customer support personnel to provide superb customer service to their users.
Giva's recently launched next generation mobile application is called eMobile and is a HIPAA-compliant, HTML 5 version of our help desk and customer service software. It is unique from all other mobile applications since it is completely browser-based, not requiring any application to download or install, and works with the most commonly-used mobile operating systems and devices, such as iOS and Android.
It is no secret that in the digital age, convenience and instant gratification are king. Convenience and speed are evident everywhere from cloud servers to text message jargon. Everything is designed and cultivated to be as quick as possible. But perhaps some things are meant to happen just a little bit slower.
As businesses move to the cloud, IT Service Management (ITSM) tools within the cloud are becoming increasingly common. The IT Information Library (ITIL) best practice approach to ITSM does not currently target the cloud, but its best practice approach to service management has resonated throughout the cloud-based application industry. This approach allows organizations to use IT to realize business change, transformation, and growth. ITIL's principles have been implemented in efficient and cost effective cloud-based analytical software applications today, however, further updates are required to target the following specific areas:
The technologies available to consumers and businesses are, undoubtedly, developing at a rapid pace. People have new demands when it comes to their technological needs. ITIL, the Information Technology Infrastructure Library, provides guidance for IT service providers on how to bring IT best practices and business needs together, giving companies the tools to approach many kinds of IT challenges. The capability of applying it to a variety of situations and vendors makes it a go-to resource for many service providers when looking towards solutions for complex business problems in both customer service and IT support. The last time that ITIL was updated, however, was in 2011. While it may not seem that long ago, the last five years have brought many changes in the technological landscape, and ITIL alone may not be the most effective way to find an answer.
It is the dream of every business owner to become bigger, better, and to become a necessary staple in the mind and lives of customers. However, some might not consider the changes that go into accommodating this new and improved status. One of these changes will be the management of your phone system and the way your calls are handled. Once a business rises to a certain size, there has to either be an in-house call center or an outsourcing of these customer service calls to another location, preferably within the geographic area. Why is this? When a business receives a rise in their customer base numbers and wants to continue this trend, there will have to be adjustments made to better serve this growing demographic by answering their questions and quelling their concerns. This is when either an evolved help desk system or call center implementation becomes necessary.
Traditionally, call centers monitor the calls of customer service employees using methods such as random call monitoring selection, consistent monitoring of a small sample size of employees with five being the optimum number, and a checklist that evaluates the efficiency of the call. This is all done with the goal of decreasing variations between calls, increasing customer quality experiences, and combining all of the data gathered in hopes of creating a standard call checklist that meets all of those requirements. However, it has been revealed that not only is this method of call monitoring and quality assurance outdated, it is also relatively ineffective when compared to the information and results that could be obtained through the usage of the increasingly popular Emerging Model.
The importance and value of cultivating and maintaining customer relationships cannot be overstated. Any business that fails to cater to their customers in ways that are business efficient as well as positively reinforcing, are doing themselves a great disservice. Businesses tend to understate the importance of customer relations management, only focusing on problem solving, rarely prevention. This is a mistake that can cost them dearly. It is rare that businesses can be effective and efficient in all areas. There are three big benefits to having a separate customer service division:
Last year's Customer Service Hall of Fame list from 24/7 Wall St. highlights the top ten businesses with an "excellent" rating and can be found here. With the list of companies established, the question becomes what makes their customer service so great? Let's zero in on the top five: Kroger, Marriott, Apple, Chick-fil-A, and Amazon to find out.