Newsletters
Business News for Technology Decision-Makers NewsFactor Sites:       NewsFactor.com     Enterprise Security Today     CRM Daily     Business Report     Sci-Tech Today  
   
This ad will display for the next 20 seconds. Click for more information, or
Home Business Briefing Mobile Industry News Small Business Business Intelligence More Topics...
Sales & Marketing
Tame your scariest paperwork. Find Out How
Average Rating:
Rate this article:  
Top Tips for Great Customer Service
Top Tips for Great Customer Service

By Jennifer LeClaire
September 4, 2013 12:59PM

Bookmark and Share
To empower customers as well as enhance customer service, Oracle is big on leveraging social media and collaborative service tools to help you share information socially, enable rapid, low cost content development, and reduce contact center workloads. Finally, adopt to changing behaviors.
 



Great customer service isn't just in the eye of the beholder. In a Web 2.0 age where terms like "customer experience management" and "customer relationship management" are making headlines, providing outstanding customer service is still part art, part science -- and all about the customer.

Providing great customer service requires ongoing training, analysis of trends, really listening to your customers, and the ability to adapt to changes quickly and efficiently. All of that, plus a good dose of common sense -- asking yourself and your team how you all like to be treated when the tables are turned and you're in the role of customer.

To help keep your team fresh and focused on the customer, we've gathered customer service advice from several tech gurus who specialize in providing critical tools for the customer-serving masses. Our first three tips come from CRM expert Salesforce.com: leverage a community of experts; share helpful resources; and go mobile. Let's take a look.

Leverage the Community

"Encourage [your sales and customer service] agents to collaborate with external experts in your industry. Use their feedback to determine which areas of your products and processes need improvement," say the pros at Salesforce.com. "Customers are less likely to post egregiously negative comments when interacting with an individual rather than a brand."

Share the Knowledge

Salesforce also suggests helping your customers become sources of knowledge. That means sharing useful content, such as a blog post, webinar, or white paper to help solve their issues, and equipping them to share this information with others.

Mobilize Your Service

While businesses are beginning to provide in-app and text SMS support, Salesforce estimates only 25 percent of businesses have mobile customer service strategies. Yet, another estimate suggests sixty percent of consumers have the customer support apps from companies they do business with and whose products and services they buy. That means mobilizing your service offerings is becoming increasingly important.

Get Closer to Your Customers

Monica Norton, senior director of content marketing at ZenDesk, has a few tips of her own: Get closer to your customers; build good will; and, have a plan.

"Just like in your personal life, the best way to develop close, long-lasting relationships with your customers is to devote your time and energy to the process," she writes in a blog post. "Ask your customers for their input, listen to what they say, and act on what you learn."

Build Good Will and Plan Ahead (continued...)

1  |  2  |  Next Page >

 

Tell Us What You Think
Comment:

Name:

Brad Hodson:

Posted: 2013-09-05 @ 8:42pm PT
One point that could some up several areas of this list is to be sure to maintain the human element in every interaction and relationship. Customer service agents, salespeople, etc are all hired to be humans for interfacing with human customers. If robots were good enough, you'd be out of a job, but you have something those robots don't and your customers have it to: you're both humans.

If you treat your customers like humans instead of numbers, you'll be much better off, will have more success, and will have a much more rewarding time working.

I wrote more about this topic on my blog. I hope it's ok to leave the link here: http://www.jobnimbus.com/bringing-the-human-element-back-to-crm/





 Sales & Marketing
1.   Salesforce App Personalizes the Sale
2.   Target App Makes Shopping a Snap
3.   Visa Intros Online Payment Service
4.   Facebook Testing Buy Button
5.   'May I Help You?' Asks Jibo the Robot


advertisement
Salesforce App Personalizes the Sale
New CRM and sales automation tools.
Average Rating:
Opera Software To Buy AdColony
As mobile video ad market balloons.
Average Rating:
Small Biz Learns Recession Lessons
Rebuilding smarter, more tech-savvy.
Average Rating:


advertisement
Product Information and Resources for Technology You Can Use To Boost Your Business

Network Security Spotlight
Canadian Government Charges China With Cyberattack
The government of Canada is not happy with China. Canadian officials have accused "a highly sophisticated Chinese state-sponsored actor" of launching a cyberattack on its National Research Council.
 
Researchers Working To Fix Tor Security Exploit
Developers for the Tor privacy browser are scrambling to fix a bug revealed Monday that researchers say could allow hackers, or government surveillance agencies, to track users online.
 
Wall Street Journal Hacked Again
Hacked again. That’s the story at the Wall Street Journal this week as the newspaper reports that the computer systems housing some of its news graphics were breached. Customers not affected -- yet.
 

Enterprise Hardware Spotlight
Apple Updates MacBook Pros, Cuts Prices Up to $100
The popular MacBook Pro laptop line just got an update and a price cut of as much as $100. The MacBook Pro with Retina display now includes faster processors and double the memory.
 
Watson Gets His First Customer Service Gig
Since appearing on Jeopardy, IBM's Watson supercomputer has been making a living using his super-intelligent knowledge base for business verticals. Now, Watson's been hired for his first customer service job.
 
Tablet Giants Apple and Samsung Feel the Heat
When a company saturates its home market with a once-hot product, expect it to pump up efforts elsewhere. Apple, for its part, is now pushing iPads to big corporations and the enterprise market.
 

Mobile Technology Spotlight
Android 'Fake ID' Puts Millions of Users at Risk
Having this fake ID is nothing to brag about, even if you are a minor. The “Fake ID” Android flaw drops malware into smartphone apps. It can steal credit card data and even take over your device.
 
FTC Wants Fix for 'Perfect Scam' of Mobile Cramming
The U.S. Federal Trade Commission has issued new guidelines to curb “mobile cramming,” a troublesome practice that adds unauthorized third-party charges to mobile phone bills.
 
Facebook: You Will Use Messenger, and You Will Like It
Starting this week, Facebook users with Android and iOS phones will be forced to use the separate Messenger app to send Facebook messages. Pending messages will still be visible in the main app.
 

Navigation
NewsFactor Business
Home/Top News | Business Briefing | Mobile Industry News | Small Business | Business Intelligence | Innovation | E-Commerce | Press Releases
NewsFactor Network Enterprise I.T. Sites
NewsFactor Technology News | Enterprise Security Today | CRM Daily

NewsFactor Business and Innovation Sites
Sci-Tech Today | NewsFactor Business Report

NewsFactor Services
FreeNewsFeed | Free Newsletters

About NewsFactor Network | How To Contact Us | Article Reprints | Careers @ NewsFactor | Services for PR Pros | Top Tech Wire | How To Advertise

Privacy Policy | Terms of Service
© Copyright 2000-2014 NewsFactor Network. All rights reserved. Article rating technology by Blogowogo. Member of Accuserve Ad Network.