Apps can help you be a customer service whiz. There are plenty of apps specially tailored to aide customer service representatives, such as Zendesk and Parature for Facebook. If you are a customer service rep, you may be already using these awesome apps, or, maybe you haven’t heard of them yet but want to know more.
For seasoned app users or total beginners, there’s always more to learn about to best utilize customer service apps to your advantage. Customer service apps are here to be at your service, so here are the top ways apps can help you excel at customer service.
Apps help you excel with amazing accuracy.
As a customer service representative, there’s no worse feeling than letting a customer down because of a slight human error on your part. Everyone makes mistakes: maybe you overlook a ticket, mistype a name, or simply don’t understand the wording of a complaint. Even if your intentions were in the right place, small mistakes can add up to big errors. Luckily, apps are here to help you reduce tiny unnecessary mistakes so that you can get your customers the service that counts.
Additionally, apps can help improve your efficiency by cutting down your time spent on tasks that could be automated. Although you should do your best to strive to avoid automated phone and email messages and give personalized answers as much as possible, apps can help direct requests to the properly trained customer service representative so that tickets are solved in a timely manner. If you do use apps to send automated messages, be sure to follow up with a personal response as soon as possible.
Apps keep you connected.
Responding quickly to issues is a vital part of good customer service. Social media apps allow customer service representatives to answer users’ issues around the clock, which allows for greater transparency between the company and their client base. Additionally, apps keep employees connected to one another so that customer service representatives can communicate together about open tickets and issues. Long email threads can be a hassle, but apps designed for customer service help keep all of the relevant information about open issues in one easy-to-locate place.
Apps help you stay on top of your game.
We all know what it’s like to oversleep an alarm or forget an email we’re sure we will reply to later. In life, sometimes other tasks get in the way of important assignments. Unfortunately, when it comes to customers, forgetting to follow up is unacceptable.
Bad customer service can be detrimental to a company’s image. Luckily, apps can provide you with tools, such as detailed to-do lists, to remind you of tasks that you may otherwise forget. Additionally, tasks and assignments can be spread across customer service teams so that everyone understands their responsibilities.
Apps reward great service and help you target areas of improvement.
By identifying exactly which areas of support are excelling and which are lacking, customer service apps help you and your team to find out what you are doing great, and highlight exactly where you need to improve. Analytics demonstrate growth so individuals and teams can measure how they are doing. Additionally, apps can follow up with customers who are dissatisfied to ask for advice so teams can grow from their mistakes, and satisfied customers can leave positive reviews to improve a company’s public image.
Apps can help you see the bigger picture.
When working in customer service, it’s important that you understand each individual task at hand as well as the larger company goals. Apps can help organize daily tickets and issues while also outlining frameworks so customer service teams can improve over time.
Apps are great tools to use in any sector of business, not just customer service. However, they can really help customer service superstars shine. For more awesome apps that can help you excel as a customer service whiz, check out this list from tech.co. Let us know your thoughts about apps that can help improve your customer service team’s performance, or give us feedback about how you are using apps in customer service in your office.