This Week in Small Business: Customer Service in the Digital Age

Shutterstock_158689703This week, we saw a lot of articles about how technology both helps and hinders customer service efforts. Learn more about how to navigate this changing field to deliver a better customer experience.

  • Sustainability + Growth: Greenvelope is a rapidly growing electronic invitation, ticketing, and event management company for people looking to celebrate in eco-friendly ways. They stop by to discusses their commitment to sustainability and how customer service goes beyond just being fast and helpful. (Hint: it’s more of a total customer experience)

  • What’s Cobrowsing? Chat, phone and email support are good ways for providing humanized customer service, but what if your customer service agent was literally on the same page as your customer? With cobrowsing, agents can be on the same webpage, able to view and interact with customer’s browsers and delivering personalized guidance. It works both way; agents can also share their screens with customers to provide demos or teach them how to use products. Find out more about what cobrowsing is in this article. [via Medium]

  • The Forgotten Demographic: While there are a ton of articles on how to engage the millennial customer, little attention is paid to senior citizens. As a demographic that is set to explode with baby boomers retiring, this a segment with purchasing power that shouldn’t be ignored. Check out the 5 Ways to improve Customer Service for Seniors. [via Entrepreneur]

  • Going Omni-Channel: Delivering top customer service will always be a challenge for companies. More than ever, customers demand fast, quality responses in multiple channels. Learn how your company can become more agile and responsive with our 8 Steps to Tackling Customer Service in the Digital Age.

  • New Ways to Know Your Customer: Fraud instances are at an all-time high. It’s important for growing businesses to have know-your-customer policies in place to verify identity and prevent fraud. This article discusses some nontraditional ways to know your customer. Strategies include setting up automated processes that identify suspicious behaviors, and capturing customer data history in order to spot questionable transactions. [via Entrepreneur]

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