November 08
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The Internet plays an integral role in the way people communicate today. In fact, it has become so prevalent that sites that were once meant for entertainment only have become a huge part of the customer service industry. The Internet is a nearly limitless resource that allows you to offer online customer service through a variety of avenues at once.
CHAT AND EMAIL SUPPORT
Many people these days are fed up with sitting on hold on their phones for customer support. Instead, they prefer to send a quick chat message or email, and then get back to their busy lives. This is an online customer service tool that has revolutionized the way customers get the help they need. It frees up the customer to do their own thing while they wait for a response, which will be waiting for them when they return. It is far less disruptive to the customer's life. Most importantly, today's business phone systems allow chat and email support to be fully integrated with your phone support system so that a single customer service agent can answer queries from multiple sources using only the equipment that they already have in front of them. This leads to faster response time and better results.
SOCIAL MEDIA SUPPORT
Social media was invented for the purpose of helping people form connections with other people. Over time, it became apparent that it was a useful outlet for customers to share their experiences with service providers, good and bad. Some companies have found a way to take advantage of these sites by providing customer service directly through their social media accounts. Due to the nature of social sites like Facebook and Twitter, it is possible to turn a bad experience around and even gain new followers or referrals in the process.
VOIP SUPPORT
Of course, even phone technology has changed with the help of the Internet. VoIP phone systems use the Internet to transmit voice data, placing phone calls through your network instead of through a dedicated landline. In many cases, this has become synonymous with cost savings, efficiency and greater reliability. VoIP systems are also built to interface beautifully with CRM software and other tools, which allow customer service agents to share information across multiple departments instantly. More available data means more accurate service and higher satisfaction rates among customers.
Online customer service is becoming more and more prevalent as the days go by. It appeals to the younger generations as a more convenient way of handling their business but has taken off among older customers as well. One of the most interesting parts of online customer service is that customers often don't realize how much they want it until it becomes available. Once it's available, it becomes a huge hit.
