NEW YORK, Sept. 17, 2018 /PRNewswire/ -- In order to help businesses better suit the needs of their customers, digital marketing agency fishbat discusses the digital future of customer service.
Previously, the primary way that customers would connect with companies through customer support would be through a customer support line. While phone chat is still a viable way to address customer concern, consumers are looking for more convenient ways to interact with brands and receive the support that they need.
Listed below are just a few ways that the customer service scene has changed to better suit a digital world.
Social Media is King. Being active on platforms like Facebook and Twitter is no longer optional for businesses in the digital age. More customers than ever before are turning toward social media in order to get the support they need and voice their complaints. Being active on Facebook Messenger and keeping an eye on the company's twitter feed is an excellent way to quickly connect with customers and address their complaints. Much fewer customers are calling in for support - instead taking to online platforms in order to get the information that they need.
Intelligent Chatbots. Another way that customer service has changed in the digital age is with the rise of the chatbot. While online customer support even a few years ago necessitated using human representatives, intelligent chat bots can provide support for a wide range of common queries. These bots are an excellent first option for customers who are seeking assistance, and they are also smart enough to recognize when an issue needs the human touch. Being able to save a company's representatives for more complicated matters and letting the bot focus on common questions can save a significant amount of time and money while providing quick service to customers.
Customer Service Through Marketing. When a customer has a problem with a product or service, the first thing they are likely to do is to get online and search for the information on Google. This can be considered a "micro moment," as it is an intention-focused web browsing session with a clear goal in mind. Adjusting SEO and marketing in order to rank highly in these searches ensures that customers will be directed to official company pages for the best support, and opens up the possibility of increasing profits as more traffic is driven to the website.
fishbat New York digital marketing agency is a full-service firm that takes a holistic business approach to their clients' digital marketing programs. The fishbat team understands the importance of business principles just as well as the nuances of the latest digital technologies. fishbat offers every digital marketing service available from digital marketing research and planning to brand development to website and asset creation through social media management and search engine optimization programs - all custom calibrated for both B2B and B2C businesses. Media Contact: Scott Darrohn, fishbat Media, 855-347-4228, [email protected]