In the simpler times of the past, business owners and customers developed personal relationships naturally. The butcher knew your name and what cuts you preferred. Your car mechanic likely understood your driving habits and the intricate details of your car’s repair history. As society evolved, these types of close connections between companies and the people they served became difficult to maintain.
The increased scale of business coupled with the fast pace of culture made it impossible to hold on to providing individualized and high-quality service. Stories of cold, impersonal interactions with corporate menu phone trees and frustratingly inept helpdesk agents have even become part of the broader cultural meme.
The good news is that this situation is rapidly changing thanks in large part to the adaptation of technology that helps adjust to the new metrics and assists businesses once again to treat their customers with dignity and respect. It’s called “conversational support,” and while it is a hot new buzzword, as we’ll see, it’s also a throwback to a time when businesses had the means to help meet basic human needs.
Using technology helps businesses to connect with their customers’ needs and desires. By keeping information about clients accessible to the ones serving them, modern support systems make it easier to reintroduce the human element into business. Utilitarian transactions serve a limited function when it comes to getting repeat business. Delighting your patrons by getting to know their interests, passions and challenges keeps them coming back for the long term.
Seamlessly Blended Communication Channels
Customers in the past didn’t have as many ways to contact businesses as they do now. Back then it was stop by, call or write a letter. Now, we have many ways to keep in touch. Here are a few of the more common electronic means, but I bet you can think of more.
- social media posts
- web forms
Keeping track of customers through all of these communication channels is challenging. The older paradigm viewed each contact as an isolated incident with its own assigned ticket number. It was the only way to keep everything organized. The big drawback to this sort of thinking was that it limited and tended to frustrate the customer. With recently developed support programs, your personnel can gather, access and efficiently respond to communication from all channels from a single application.
A Broader Perspective
When a customer reaches out to a company support line, it isn’t happening in a vacuum. The customer has gone through a series of steps beforehand. Cloud help desk programs like Cayzu help build a profile of activity for the customer so that the support agent does not have to start at square one. By having access to information about what the customer has already done (called in, texted, checked the knowledge base, etc.), the agent is better equipped to provide thoughtful, non-repetitive suggestions that can move the customer quickly to a solution.
When you provide conversational service to your customers, you will develop long-term friends who will happily do business with you for years to come. Learn more about the power of what cloud help desk technology can do for your organization by setting up a free, no-obligation trial of Cayzu today, and start reaping the benefits of providing a new level of experience to your customers.