How technology helps

Technology makes it possible for you to improve how you communicate with customers. If you have a service interruption, you can cost effectively e-mail customers to warn them and notify them when the problem is resolved. You can use telephone call management system to help customers find someone who is in the best position to help them. You can use auto responder programs to confirm automatically to the sender that an e-mail has been received and tell them when they can expect a reply. You can use the database to keep a record of each customer’s enquiries across all the channels used to contact you. Customers want to receive consistent service however they get in touch, and want to know that your organization remembers what they have said before. You can have products, or even just documentation, tailored to the customer’s requirements. There is no excuse for impersonal service when even mass mailed letters can make reference to the customer’s name, volume of business with you, preferred product lines and so on.