OREANDA-NEWS. November 19, 2015. Customer service has undergone a huge shift in recent years. Once upon a time, a customer was relegated to a phone call during specific business hours if they wanted help. Not anymore. Now customers have many different channels where they can connect with companies: phone, email, text message, live chat, apps, and social media. Technology innovation has opened the door to many more ways to provide great customer experiences.

With more places to engage with customers, service organizations are following in the steps of marketers and taking an omni-channel approach by providing service on every channel, everywhere. It turns out that it doesn’t matter how or where they contact you — your customers expect a seamless service experience across platforms, that requires minimal effort. In our new e-book 4 Simple Steps to Incredible Customer Service, we share what top performing service teams are doing to deliver awesome experiences for their customers. Based on the results of the 2015 State of Sales report, we’ve identified four ways to keep customers happy.

Meet your customers where they are.

Customers have more choices than ever to interact with you. If you don’t have a presence where your customers are looking for help, you’re missing out on a huge opportunity. Worse yet, your customers customers get frustrated and move on to competitors. Meet them on their own turf, wherever they are.

Make your agents happy.

Giving your agents the tools to do their jobs efficiently and productively is a huge part of making your customers happy. Empowering your agents and making them better at their jobs, creates happier agents, who can then influence outcomes with your customers. Everyone wins!

Anticipate customer needs.

Top teams are taking the proactively approach with customers to provide personalized, detailed experiences. Tools like predictive, intelligent  analytics are helping service organizations to understand customer preferences and connect more deeply.

Have self-service options.

The digital age has empowered customers to seek answers for themselves. We’ve all used Google as a means to find answers, and the do-it-yourself mentality has carried over to customer service. Best of all, if customers are happy to find answers for themselves, it frees agents to work on more complex problems that self-service alone can’t solve.

Get 4 Simple Steps to Incredible Customer Service for a deeper dive into what top teams are doing right. Click the banner below to download the free e-book.