So you know customer service is important, right? But do you know just how important it is?
Here’s a few stats that will make you sit upright in your chair:
• 60% of consumers will pay more for better customer service
• A dissatisfied customer will tell 9 to 15 people about their experience
• For every customer complaint, there are 26 who remained silent
• Attracting a new customer costs 5 times as much as retaining an existing one
…and so the stats go on! Check out more here.
Fortunately along came the Internet and a burst of ingenuity from companies who understand the importance of customer service.
Below is a list of 10 web tools at your disposal. Simple, easy and (mostly) inexpensive, these online services will give you the customer service edge over your competitors.
A Silicon Valley company with an A-List customer base, Get Satisfaction helps you foster online conversations about your company, ultimately creating a better customer experience. It’s your company’s own little online community, giving your customers a voice and telling you what needs to be done to make your products and services better.
Simple, cheap and highly effective. Install this great web tool on your website and it will allow people to chat live with you. Take it a step further by automating pop-ups based on what pages people have looked at already, or how many times they’ve visited your site. Dandy!
osTicket is a widely-used and trusted open source support ticket system. It seamlessly routes inquiries created via email, web-forms and phone calls into a simple, easy-to-use, multi-user, web-based customer support platform. osTicket comes packed with more features and tools than most of the expensive (and complex) support ticket systems on the market. The best part, it’s completely FREE.
4. ZenDesk is a web platform that does 3 things really well. 1) Customer support, ensuring all inbound customer service requests are dealt with efficiently and effectively, 2) Customer self-service, allowing your customers to help themselves in their own time and 3) customer engagement, maximising data collection and engagement with customers, making them love you more.
Do you have a cracking idea to improve your business’ product or services, but still not quite sure how it will be received by your customers? Give them a voice! This simple tool allows you to create engaged communities who are more than happy to provide feedback on your existing and future business plans.
Desk.com, a Salesforce company, is a customer service platform that takes customer service requests from all web and social channels (e.g. Facebook, email, twitter, etc) and places it into a single inbox. And of course, it integrates beautifully into Salesforce.
7. Zoho Support
Use this platform to manage all your customer service requests, automate stuff that customers ask all the time, and increase your chances of customers becoming loyal supporters.
Use Freshdesk to better manage issues, questions and/or complaints by your customers, as well as establish a self-service function to minimise chances of someone else asking the same question. Integrated brilliantly with all social media channels.
Kayako understand that customer service requests come at you from many different angles – your website, email, phone, live chat, facebook, etc. This pulls all your customer conversations together into a single place. Easy.
Sick of logging into several different social media platforms to reply to customers? Conversocial allow you to manage all your social media in one place.