As technology continues to advance, businesses continue to implement these new technologies in all facets of their operations. Customer service makes use of a lot of new technology, and the general idea is that technology makes business more convenient. However, in many cases, customers actually prefer more simple forms of contact than the high-tech forms of contact you might provide.
Take the social media scene, for example. Sure, social media is an important part of people’s daily lives, and a lot of people follow different companies on Facebook or Twitter. However, there is evidence to show that just because consumers follow a brand online, that doesn’t necessarily mean they will be loyal to that business over another one.
While many business owners and advertisers believe that people follow their brand on social media sites to be a part of a community, the truth is that many customers simply follow brands to have easy access to deals and discounts. Since social media technology has made it so easy to access these deals, you can’t ensure customer loyalty through just this channel. After all, if they follow your company just to get good deals, they probably do the same with your competitors.
The real way to create loyalty is to use the most simple form of communication possible – talking to an actual person. This isn’t to say that you should abandon social media – far from it! Social media is extremely important in expanding your brand’s reach. But it’s easy for companies to form a reliance on communicating with customers solely through social media, and that’s when trouble arises. The fact is, while customers certainly appreciate the fast nature and impersonal nature of social media for what basically amounts to coupon collecting, people generally enjoy contact with actual people more than they enjoy talking to a website or social media page.
You can take advantage of this desire with the help of TeleDirect. Our professional customer service representatives are trained to give your customers the personal care and attention necessary to retain their services and increase customer loyalty. Visit our website today or give us a call to learn more about what our services can do for your business.
1 comment:
These are great tips on how to keep a customer's trust with your service. I am a found believer in what you give is what you get. There should be more of an emphasis on professionalism in the call center services industry. I have received calls from some of the nicest people and some of the rudest, which makes me assume that these people were trained without focusing on manners. Thank you for covering this topic.
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