The world of customer service has changed a lot in recent years. Increased customer expectations have made defining customer service a bit of a moving target. But one thing is for sure: customer service should never me something you put on auto-pilot.
Take Amazon, for instance. The company has generated a lot of positive buzz recently with its “Mayday” button on the new Kindle Fire HDX. And founder Jeff Bezos generated a lot of interesting talk with the announcement of plans to use drones for same-day delivery. But the company also appears to be frustrating customers with a “copy-and-paste” approach with outsourced customer service reps.
Then there’s Pace Picante Sauce’s totally avoidable Twitter war with a stand-up comic. This turned out to be some negative PR that could have been avoided by giving the keys to the Twitter account to a person, not a computer.
Some companies are getting it right. Like DiGiorno Pizza. The company’s live tweets during NBC’s telecast of “The Sound of Music” were a big hit because one clever human managing DiGiorno’s Twitter account showed some personality and had a little fun.
Your customer service doesn’t have to be hilarious. But it does have to be personal. That goes for every customer-service channel you use: social media, email, in-person and the telephone.
Telephone customer support means that you will have to place callers on hold at some point. Make sure you don’t drop the ball by adding custom on-hold messages from Hold for Less. With custom on-hold messages, you can keep callers informed and entertained when you have to press hold. Don’t let callers feel like they are lost in a vacuum. Add a personal touch to your “HOLD” button today!