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...
GET RECOGNIZED.
Let an ISACA® certification
elevate your career.

Register today and save
CRM Systems
DDoS Protection Powered By Verisign
Average Rating:
Rate this article:  
Top Tips for Great Customer Service

Top Tips for Great Customer Service
By Jennifer LeClaire

Share
Share on Facebook Share on Twitter Share on Linkedin Share on Google Plus

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/



Salesforce.com is the market and technology leader in Software-as-a-Service. Its award-winning CRM solution helps 82,400 customers worldwide manage and share business information over the Internet. Experience CRM success. Click here for a FREE 30-day trial.


 CRM Systems
1.   Infor Buys Cloud CRM App Saleslogix
2.   Health Agencies Use Dynamics CRM
3.   Desk.com: Video Customer Support
4.   Oracle Sues Oregon Over Exchange
5.   Dynamics CRM Online Extends Reach


advertisement
Health Agencies Use Dynamics CRM
To improve service and efficiency.
Average Rating:
Desk.com: Video Customer Support
Aiming for a better self-service option.
Average Rating:
Oracle Sues Oregon Over Exchange
State using software without paying.
Average Rating:


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

Network Security Spotlight
UPS Stores in 24 States Hit by Data Breach
Big Brown has been breached. UPS said that about 105,000 customer transactions at 51 of its UPS Store locations in 24 states could have been compromised between January and August.
 
Cost of Target Data Breach: $148 Million Plus Loss of Trust
The now infamous Target data breach is still costing the company -- and its shareholders -- plenty. In fact, the retailing giant forecast the December 2013 incident cost shareholders $148 million.
 
Aruba Networks Handles Black Hat with Aplomb
It's not an easy job. Aruba Networks' task throughout the Black Hat USA conference in Las Vegas this month was to ensure thousands of attendees could connect without malicious attacks.
 

Enterprise Hardware Spotlight
Three New Lenovo PCs Aimed at Business Users
Businesses everywhere want computing solutions that do more for less money, and Lenovo has unveiled three new desktop PCs that offer solid computing at a budget-minded price.
 
Aruba Networks Handles Black Hat with Aplomb
It's not an easy job. Aruba Networks' task throughout the Black Hat USA conference in Las Vegas this month was to ensure thousands of attendees could connect without malicious attacks.
 
Compression, Deduplication Come to Violin Concerto 2200
Violin Memory has announced that data deduplication and compression capabilities are now available on its Concerto 2200 solution. Typically, users will experience deduplication rates between 6:1 and 10:1.
 

Mobile Technology Spotlight
Apple Stock Soars Ahead of iPhone 6 Launch
The imminent release of the iPhone 6 -- and maybe even an iWatch -- has sent Apple's stock soaring to new heights. Considering what else the firm could have up its sleeve -- the stratosphere may be the limit.
 
HTC Debuts Windows Phone Version of One M8 Smartphone
HTC is bringing the Windows Phone mobile OS to its flagship One M8 device -- the first time any mainstream flagship smartphone has been offered with a choice of operating systems.
 
Verizon Earns Top Rating in Mobile Network Comparison
A new report says Verizon Wireless was the top-performing U.S. cellphone service provider in the first half of 2014, on a nationwide and state-by-state basis, as well as in metro areas.
 

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.