In this episode of ColumbusCast, our CE Specialist Steve Lyon is joined by special guests from Microsoft, Toby Harris, Business Applications Sales Executive , and Mat Arnold, Technical Sales Specialist, to discuss how businesses can improve their customer service efforts despite times of change. You can watch the full video here.
We’re currently seeing a blend between the expectations of B2B and B2C. Customers are now looking for a personalised experience where businesses can engage with them on multiple levels emotionally to tackle their pain points, and on multiple channels.
For example, with Amazon, it’s not just convenient to buy products from their site, but it’s also easy to gain additional information such as order tracking via the app and website, with around the clock support. By offering always-on services, it ensures they’re always present for their customers, so when they do receive a query, it can be answered promptly to increase engagement with the brand.
Toby mentions that just 8.4% of businesses have an omnichannel experience due to their data being siloed, and that 61% of customers leave a brand because of a poor service.
if you’re unable to interact with your customers via multiple channels, from social media platforms like Facebook Messenger to a chatbot on your website, you’ll be at risk of not being present enough towards your customer base, resulting in prospects taking their business elsewhere.
Here are a few channels that you should be looking at introducing within your customer service strategy:
Changing aspects of your customer service strategy is sometimes easier said than done, and the complexity of change can put many businesses off from updating their processes.
For example, if you’re behind the curve on adapting towards new technologies, introducing software such as Dynamics 365 can not only seem like a daunting prospect internally, but towards your customers too depending on the scale of the change.
This is why it’s important you have a change management strategy in place when you’re looking to enhance your customer service. Learn about the steps to effective change management here.
The ‘One Microsoft’ platform combines all aspects from your sales pipeline, including how far along your customers are with their journey with you and your past engagement efforts, so that any salesperson can:
With additional releases from Microsoft that’ll support your experience and engagement, you’ll be able to make it easier than ever for your teams to get closer to your customers so you can deliver outstanding services.
Click here to watch the podcast video and learn more about improving your customer service, including:
Finished the episode? At Columbus, we help businesses build visions that bring value and optimisation through technology-based change. In our interactive infographic, we explore:
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