We live in a world full of technology.
It helps us wake up, allows our coffee pots to make us coffee while we’re still getting around and even turns the thermostat up when it sees we’ve left the house for work. Most technology has managed to work its way seamlessly into our lives, but there are times when it still can get in the way.
For example, when it comes to customer service, the technology that’s used to deliver scripts and workflows to employees can be clunky, difficult to manage or extremely rigid, preventing answering service employees from really giving the kind of service they’d like to provide. It’s not impossible for an answering service to provide truly personalized service to each and every caller, and there are plenty of ways that a good answering service can provide excellent customer service.
Upgrading to New Software
The old systems were very difficult to handle, there’s no doubt, but a well-equipped, modern answering service has upgraded those modules long ago, giving their professional phone agents access to easier manage workflows and gain more flexibility. With better technology, it’s can be a cinch to make changes, generate answers to new problems and give alternative suggestions for customer service agents to better guide their callers through troubleshooting or other complicated calls.
Workflow automation may have been a thorn in the side of callers in the past, but today’s workflows are increasingly responsive. This means an easier process for answering service employees and a much better, more human experience for your callers.
For example, if you have a rental business and someone calls after-hours to report that a piece of equipment is malfunctioning, past workflow software might offer a suggestion to bring the machine back in the morning, but little else. Instead of being stuck with just that option, your callers can now benefit from workflows that can help troubleshoot the problem using data from common situations.
Maybe your customer’s machine is still broken in the morning, but more often than not the problem is resolved during the call and they’ll get back to work. That productive customer is a happy customer – and your answering service may have just saved you a bad online review and lots of angry complaints from a customer who just wanted to refinish their hardwoods or dig a trench across their yard.
Technology Meets Humanity
Marrying technology to the human element means that your customers have more than a rigid, robotic exchange before hanging up the phone to seek help elsewhere. These new workflows are a great way to provide a supportive environment for whatever problem may come up. Sure, it takes a little longer to develop the materials to put into the computer that generates all these answers, but the long-term benefits can’t be argued.
When it comes to your customers, their happiness has to be your first priority. By choosing an answering service that is constantly reviewing and upgrading its workflows and technology, you’re telling your customers that you care and that you want to solve their problems, no matter what they might be.