Technological advancement has had a huge impact on the world of small business, especially in terms of making entrepreneurship accessible to a wider demographic. Contrary to the perception that a growing business operates from a commercial unit and employees a large number of staff, however, it is now estimated that 70% of UK start-ups operate solely from home. Once these firms begin to expand, however, there is a need for them to develop an infrastructure which enables them to deliver their service efficiently.
How to Streamline the Delivery of Customer Service
Customer service is one of the key aspects of a growing business, and it is crucial that you are able to deliver this in a professional and engaging manner. Consider the following: –
Prioritise Customer Service as a Key Aspect of your Culture
As your business expands into different departments and takes on employees, it is important that you have clearly defined purposes for each individual team. In terms of customer service, it is crucial to reinforce this as a key component of your business philosophy and the culture that you wish to create among your staff members. By establishing directives and goals that you would like your customer service representatives to follow, you can also measure their success or failure.
Monitor Customer Calls and Interactions
Once your customer service department begins to take calls, you will need to monitor these in order to evolve your brand and improve the skills of those who represent you. Customer service is a fluid art, and one that must respond to a host of individual demands. With this in mind, your business can only truly succeed if it is able to grow and react in a relatively short space time. Branded systems such as those available through Lanonyx enable you to successfully record calls and analyse them accordingly.
Use Customer Service as a Marketing Vehicle
Businesses have changed their perception of customer service in recent times, thanks primarily to the growing emphasis placed on real-time communication. While direct marketing techniques such as cold calling often disturb consumers at inopportune moments, for example, customer service representatives are able to engage them when they are interested in what a brand has to say. Over time, this enables a team of dedicated and articulate customer service employees to emerge as a low-cost and flexible marketing vehicle.