Problems during and post-service can occur whether you’re interacting with an online store or have an internet connection from an internet service. However, it’s customer services that need to ensure customers’ issues are resolved. There are different types of customer services that one should know as a customer.
We’re here to check these out and relay some insights on how these different customer services work and what can you expect from them as a customer. So, let’s get started:
Contact Center Agent
This is one of the most commonly used methods for offering customer care services. As evident from the name, contact center agents communicate directly with customers. Not only this makes it easier for customers to provide issue details but also customer support can diagnose the issue and offer relevant solutions promptly.
We can consider HughesNet internet that has professional customer care services. You can reach them out on HughesNet teléfono servicio al cliente and the agents will navigate you through the problem leading to an optimal solution.
What makes things streamlined is open communication. The representatives receive real-time information from the client as well as help them navigate through fixes. In other words, if you’re facing any issue from any service provider, you should opt for contacting their agent for customer services.
However, some companies don’t prefer having contact center agents because of unusual resource requirements, high delay times in problem-solving, immense need for coordination and communication.
Social Media Customer Care
If you’re thinking of running an online store without customer care services, then think again. Word of mouth is one of the biggest factors for making or breaking a brand. This is why social media customer care is regarded as one of the most important types of customer service that one should take care of.
From handling issues to answering requests and queries, social media customer care has immense opportunities for connecting with the customers. In addition, responding to reviews with a positive attitude also gives a boost to gaining an edge in the online world.
However, even though it brings great exposure to the brand, it also gives a firsthand experience to negative reviews (which is great if you’re working the right way and can respond professionally).
Live Chat
Another type of customer service is live chat. Here a customer will be talking to an agent but via chat messages. One of the amazing perks of live chat is that companies can manage customer issues via canned messages.
That means customers can receive customized/ pre-written messages that are based on the requests. In addition, agents can chat with the customers, save their chats for later queries and use various third-party applications for better performance.
On the other hand, live chat may have a somewhat diminishing effect on customer loyalty. Since the customer is already in trouble, he’s looking for an optimal solution right away. But live chats can take time to respond especially if the agent is looking for a solution.
In addition, some integrated live chats aren’t optimized for mobile use, which also makes it frustrating for users that are opting for it via mobile.
Chat Bots
A chatbot is another competitive type of customer service that businesses use. Operating round the clock, these virtual assistants are an affordable solution to catering to the issues of the customers. This mode of customer service offers instant communication immediately as well as brings higher satisfaction since answers are available right away.
For instance, if you’re connected to a chatbot from an ISP, you’ll be given a list of answers based on your query. In case the problem seems to be out of hand, the bot will connect you with a customer care representative of the ISP.
Even though uniqueness and human-friendly touch has been granted to these bots, customers often get frustrated from robotic answers. Moreover, bots are hardly ever used for conversion since persuading the customers needs a human touch. Furthermore, these aren’t enough for solving complex issues, which is why they are often integrated for call center representatives’ assistance.
Emails are a great way of communicating especially when one is looking for a professional type of customer service. Not only the entire chat is tracked but it’s easier to attach and send attachments such as photos, files, etc.
Moreover, it also makes it easier for communicating with customers or clients in different time zones. Customer support can also add email signatures that will help customers to reach out to them in a timely and efficient way.
However, since we’re talking about different time zones, it can take time for the sender or receiver to respond, which can cause delay. Moreover, it indulges in time consumption since one is pondering upon the best time for communication. Also, like chatbots, it loses their human touch.
Self Service Customer Care
You might be wondering how is it customer care if it’s self-served? But this is one of the exciting types of customer service that is quite prominent. Self-service allows customers to go through several ways of solving an issue.
It can be related to how chatbots work. However, it offers an extensive way of dealing with everything. If you’re facing any issue, let’s say internet disruption, the self-service customer care will illustrate it in options that you can choose.
Once chosen, you’ll be directed to solutions that would include several options such as tutorials, demos, eBooks, webinars, etc. Based on the solutions offered, the customer can decide whether or not to reach out to the support representative.
Most customers often skip this part and often opt for chatting with a representative. In addition, not all scenarios can be covered via self-service customer care since upgrades can occur at any time and it needs constant updating.
In-Person Customer Service
In-person customer service is to ensure that customers have a wonderful experience during shopping in brick and mortar stores. It involves human touch and a personalized experience that any customer would want.
Plus, companies hire customer service agents onboard to ensure customers are dealt with professional customer care services. However, some companies don’t have the team onboard outside office hours, which makes it a hassle for those needing immediate assistance.
Moreover, specialized training is needed for the representatives to handle customer cases, which makes it somewhat a hassle.
Closing Thoughts
Well, there you have it! These are some types of customer service options that businesses can adopt and customers should connect with based on their issues. Let us in the comments which of the options from above works the best for you!