Four Inexpensive Tools for Customer Service

If you're considering reevaluating your customer service strategy your main focus is figuring out where you can improve. A business' customer service strategy is not just about what information you're giving customers.

If you want to change your customer service philosophy, here are four inexpensive tools you can implement right away to make a change. I can give the seal of approval on all of these because we use them right here at AccuConference.

Knowledge

One of the most important parts of customer service is that your employees are familiar with your product and your company. When a customer calls in with a question or a concern, your goal is to make sure this is the only call that has to be made. Getting it right the first time makes a big impact on your customers and step one is educating your employees.

Trust

One of the best things you can do is trust your employees and this starts at the very beginning of a hiring process. We have a very specific hiring process that helps us to determine candidates that have the same philosophies and feelings about customer service that we have as a company, and because of this my managers trust me to handle some things on my own and to take a concern to a higher level when I need to.

Voice

This is AccuConference and we are not the droids you’re looking for. (Hah!) We don't use scripting. Sure, we have standard responses to things, but they aren't the product of a script, they are the product of our experience. This is a big difference. Not being on a script gives us the chance to develop a rapport with customers and let them get to know us.

No Bait, Just Fish

An advertisement, whether it is a commercial, a print ad, or even a tweet sets a tone and an expectation with your customers. If you can't deliver on a promise made in an advertisement, then you're suddenly in a position where your first interaction with a potential customer may be viewed as a deception. This isn't a good way to start a relationship and can take a lot of extra work to repair. This is why when someone sets up an account with us they find a low rate, all of our features, and our undivided attention.

How do you approach customer service?

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AccuConference | Studies Highlight Shift in Mobile Phone Usage

Studies Highlight Shift in Mobile Phone Usage

As cell phones become ubiquitous and multifaceted, the ways in which we use them is dramatically shifting.      

According to a survey by RingCentral, more business professionals would rather give up their morning cup of coffee than their smartphones, and Smartphones rank alongside having intimate relationships as the number one thing respondents couldn’t live without.

Smartphones are starting to trespass on the computer’s territory as well, with 34 percent of respondents saying they use smartphones more than computers to do business.

A new survey by the PEW research group shows a dramatic increase in the number of people who use cell phones to access the Internet from 2009.

According to the study, 40 percent of American adults use the Internet, e-mail or instant messaging on a mobile phone (up from 39 percent of Americans who did this in 2009).

And the demographics from the PEW study are of interest too. “Cell phone ownership is higher among African-Americans and Latinos than among whites (87 percent vs. 80 percent).”

Minorities tend to use a broad array of features offered by the phones. Sixty-four percent of African-Americans access the Internet from a laptop or mobile phone, an increase from the 57 percent who did so in 2009.

As smartphones become more versatile and companies increasingly position themselves to augment data downloading services, it is likely that “smart” will increasingly supplant “phone” as the reason people carry their mobile devices.

According to ComScore, Data revenues, which come from Web browsing, messaging and wireless application downloads are more-fertile revenue streams than money coming from phone usage.


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