Gone are the days when communications companies simply sold telephone answering services. There are so many more everyday and specialist services they can provide. We take a look at what a really good communications company could do for your business, whether large or small.
Communications companies, traditionally, specialised in inbound and outbound call centres and providing other services such as email handling and live web chat. Communication companies, especially those who are providing a customer service facility to businesses, should have expanded their repertoire to keep up with the many different ways that customers wish to communicate. A freephone number on the back of a product simply isn’t enough any longer. Customers are impatient and want immediate responses. Can your current customer service set up offer this?
Communications companies are providing facilities for the modern business, which nowadays inevitably includes social media and IT. Customer service is all about multi-channel communications and social media is how people communicate on a daily basis. By being at the ‘coalface’, a good comms company should be able to take on every aspect of your customer service communications.
Most SMEs just don’t have the resources to be able to handle customer service to the level that consumers these days expect. Staff issues such as sickness and holidays can cause delays which will hinder customer support. Your comms company should fill this gap and cover all methods of communications with customers, whether it’s by email, SMS, telephone or social media.
Engaging with customers through social media can help to build a brand’s personal side, offering insights that would otherwise be unavailable. It also ensures you can manage brand reputation by offering advice, dealing with complaints efficiently and swiftly before they spiral out of control. Highly trained teams will speak with your brand’s voice, becoming your eyes and ears in the real marketplace.
Frontline Communications are also able to offer multi-lingual assistance to companies, ensuring that as you grow into other markets, so too can your customer service. To best serve your clientele, you require a response model that makes certain you can stay on top of your expanding customer base. It is important to be able to take action and be able to make automated responses.
A multi-platform customer service with social media and IT services such as live web chat allow businesses to be on call 24 hours a day. Customers demand immediacy with everything these days. To be at the forefront is imperative that you are there for them. Or you can be sure your competitors will be.
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