Ever since the birth of the industrial age, businesses have always worked towards increasing their revenue, establishing a solid reputation, and staying ahead of their competitors. In stark contrast, businesses today are striving to be more customer-centric rather than revenue-focused.
Even though we have entered the digital age, there are still many businesses that provide customer support the traditional way, which is simply through phone and email (luckily, hard-copy letters have been phased out for environmental purposes).
In order for such businesses to catch up with the rest of their technologically advanced competitors, there are a few things that they need to implement into their current business processes. Let’s take a further look.
While comparing social media and phone support, customers often take to social media out of frustration from dealing with a phone support executive. They’re fed up of long wait times, dropped calls, and representatives who don’t understand or don’t care about their problems. And they especially hate having to repeat themselves.
Keep your existing customer support processes in place. With the help of an advanced customer service software, you can introduce automation into your traditional support processes, taking them to the next level. With improved traditional channels, introducing new channels of customer support can have significant impact on establishing your brand image.