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How to use digital tech to deliver seamless customer service

Date May 28th 2020 by in Category Telecommunications

The ongoing shift to remote working and carrying out our day to day business activities under social distancing measures has seen an increased demand for effective telecommunications, infrastructure and data connectivity. Digital technology has never been more valuable in helping us to remain connected with clients, staff and suppliers and has proved to be a force for good in helping the business community through the crisis.

Lockdown has fast-tracked the digital transformation for many organisations, but a complete switch to virtual platforms is not always feasible, is industry sector dependent and can be expensive. However, according to Forbes.com, “Those companies able to use technology well to keep going and rethink their business model for the future by fast-tracking digital transformation will be ones ahead of their competition”. With this in mind, we’ve put together some simple and relatively inexpensive ways to help you to maintain contact with your customers, clients and patients and embrace the new digital normal:

1. Investing in digital devices

Access to digital devices such as smartphones and tablets are a must-have in the current climate. Business mobiles help your staff to remain connected as a workforce as well as serving client needs with minimal disruption to their normal customer service levels. If your business desk phone set up is not compatible with remote working then mobile handsets can act as a reliable replacement, enabling staff to take and place orders, deal with customer enquiries etc as well as using tablets for contactless payments. In the healthcare and veterinary sector, mobiles and tablets facilitate remote consultations as well as helping overnight patients and care home residents to connect with friends and family members.

2. Consider investing in integrated communications

As businesses begin to adopt digital technology, you might be considering how you can enable your team to maintain productivity and achieve a high level of customer service while out of the office or when social distancing from clients, customers and patients.

An integrated communications solution can help with this as it brings together functions such as instant messaging, voice calls, voice and video conferencing, desktop sharing and document sharing. Whether your staff need to be on-site or are remote working, an integrated comms system enables your employees to immediately respond to a customer, while simultaneously pulling in the relevant colleague to assist in resolving a query in real-time and all in one fluid, seamless conversation*.

3. Embrace video

Video can be a powerful tool if used correctly and putting together a good quality piece no longer needs to be an expensive and time-consuming task. Excellent video content can be created using a smartphone or tablet and there are plenty of free video editing applications available, what is more, you no longer need to be a tech wizard or videographer to use them! Aside from the promotional value they hold (video has far higher engagement rates than written content) they are a fantastic way to showcase products, facilities, and property at a time when in-store demos and site tours are not permitted. It also allows you to widen your customer base as videos can be promoted nationally and globally as well as providing next-level customer service via “how-to” videos.

For help and advice on the telecoms tech required to help your business to make the most of digital, send us an email at info@bcrassociates.co.uk or call us on 03330 433 233.

*dependant on the infrastructure that you currently have in place.


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