Improve Customer Retention with these 5 Technology Tools


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It’s almost 2014. Chances are, the major­ity of your cus­tomers are very tech-savvy, and they expect to receive cus­tomer ser­vice that matches their mobile-friendly, technology-filled lifestyles. As you begin look­ing at your 2014 cus­tomer reten­tion strate­gies, review the below tech­nol­ogy trends and make sure that you’ll be keep­ing pace with peo­ple who depend on your cus­tomer sup­port team.

Your web­site is mobile, correct?

If cus­tomers log on to your web­site via their smart­phone or tablet, will the site accom­mo­date their needs? Can they find the infor­ma­tion they’re look­ing for (in an attrac­tive, easy-to-navigate for­mat), receive cus­tomer sup­port, pay their bills, or access the help sec­tion? You may have a very intu­itive, well-built web­site, but you’ll need a site that is adapted to mobile use, as well. Con­sider this sta­tis­tic: More peo­ple will be access­ing the web on mobile devices in 2015 than they will with desktop/laptop com­put­ers. Improve cus­tomer reten­tion by first mak­ing sure that your cus­tomers can use your web­site – from their phones and tablets.

Speak­ing of mobile, how are your apps?

Since we’re dis­cussing mobile and cus­tomer reten­tion strate­gies, it’s a good time to talk about the ris­ing pop­u­lar­ity of mobile apps for cus­tomer ser­vice sup­port. A well-designed mobile app can help cus­tomers bypass many of the tra­di­tional chan­nels and get quick cus­tomer sup­port. To really make your cus­tomer sup­port mobile apps shine, inte­grate fea­tures such as QR code scan­ning, how-to-videos, and even con­text fea­tures that help you track cus­tomer his­tory and location.

Social media, social media, social media

Social media is undoubt­edly a part of most people’s lives these days, and cus­tomer sup­port is no excep­tion. Is social media a fea­ture of your cus­tomer reten­tion plan? If it’s not, it should be. It’s pre­dicted that by mid-2014, 70% of com­pa­nies will be using social media as part of their cus­tomer ser­vice strat­egy. Social media goes far beyond a place where cus­tomers can applaud/vent about your br
and pub­li­cally; with the right plan in place, you can nur­ture a forum where cus­tomers can come to have their ques­tions answered and get cus­tomer sup­port with­out hav­ing to pick up the phone or send an email.

Embed­ded ser­vice capabilities

Multi-channel ser­vice was a hot topic in 2013, and it will con­tinue to be a must-have in 2014. To imple­ment a suc­cess­ful multi-channel ser­vice strat­egy, you need to invest in an inte­grated embed­ded sys­tem that fil­ters your cus­tomers into the right chan­nel. For exam­ple, go to Amazon’s “Con­tact Us” page, and the cus­tomer sup­port page sorts the inquiries based on the type of ser­vice needed and the mode of pre­ferred con­tact (email, phone, chat).

Increase first call res­o­lu­tion rates with the right ana­lyt­ics technology

Our final tech­nol­ogy tip to improve your cus­tomer ser­vice strat­egy in 2014? Work on your first call res­o­lu­tion rates. With the right tech­nol­ogy, you can ana­lyze repeat calls and iden­tify why cus­tomers keep call­ing back. Cou­ple this tech­nol­ogy with speech analy­sis, and you’ll begin see­ing pat­terns that lead to calls not being resolved, and you’ll see where the miss­ing link is in your cus­tomer sup­port chain.

Your con­tact cen­ter should remain a vital part of your cus­tomer sup­port plan – even with all of the web tech­nol­ogy that’s emerged – so use tech­nol­ogy that helps you per­fect how cus­tomers are treated.

Make cus­tomer reten­tion your mantra in 2014 with the right tools

In every cus­tomer touch­point your com­pany oper­ates, keep cus­tomer reten­tion as the focal point. Invest and use the tech­nol­ogy tools designed to make cus­tomer ser­vice eas­ier for you and your cus­tomers, and go into 2014 with confidence.

Republished with author's permission from original post.

Jodi Beuder
We help organizations create a positive connection between customers and brands. We promote synergy through integration as it builds on the decades of collective history of renowned expertise. MHI Global is your comprehensive source for customer-management excellence solutions to compete in today's ever-changing, customer-centric environment.


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