two people looking at a computer where there is a third person on a call

Improving Customer Service Through Technology

For all it’s perils and flaws, I think it’s safe to say that technology has made our modern lives easier. This is especially true when it comes to business operations. Imagine accounting without any kind of software or designing advertisements without a graphic program. It can be done, but it would take so much more time and effort.

The same can be said about your customer service. People tend to think about customer service as a person behind a counter, but technology can expand the meaning and level of customer service. Providing your clients a convenient, personalized experience leaves a lasting impression that can keep them satisfied. Take a look at a few of the technologies that can improve your organization’s customer service.

Screen Sharing

If you have ever tried to explain how to do something on the computer to your grandmother over the phone, you understand the frustration of not being able to see what’s going on.

Screen sharing allows you to see in real-time what another person is doing on their computer screen. But this isn’t only for computer troubleshooting, any type of business can benefit from screen sharing capabilities. You can adapt screen sharing to whatever your organization needs, such as:

  • Product demonstrations
  • Team collaboration
  • Enhanced online meetings
  • Remote training

Not only can you show your screen, but your clients can take over screen sharing if necessary and show you exactly what they need help with. If you don’t screen share with your clients, it’s time to start.

Video Messaging

Sometimes you just can’t convey the feeling of an idea through an email or even a phone call. Video messaging is similar to screen sharing in that you can record your computer movements, but the recipient won’t view it until later. This can be a great option when you don’t need to have a two-way conversation or feel that an email could be too cumbersome.

Video messages can help make business more personal and impactful. Not to mention people would rather watch a video than read a lengthy email. A long sentence in an email could be a slog to read, but in a video, it might only be seven seconds.

There are plenty of people who are better speakers than writers. With video messaging, you don’t have to worry about grammar and spelling. And if you make a mistake, you can simply rerecord.

There are so many ways you can use video messaging to improve your customer service, such as:

  • Customized product walkthroughs
  • Welcoming new customers
  • Customer onboarding

Secure File Sharing

There are quite a few ways to improve your customer service through a file sharing solution, namely speed, and ease of use. Using a file sharing solution simplifies client collaboration on a document or project. When you are working off of pen and paper it can get messy, and even digital files can get lost in email chains or an old version can inadvertently be chosen from a desktop.

File sharing can give your clients access to their files from anywhere so you can eliminate the frustrating and time-consuming process of sending documents back and forth.

With a file sharing solution like SmartFile, you can share a link instead of the entire file by email. And if your client is concerned about sensitive information, you can set expiration dates for temporary links and password encryption for added security.

You can even give your clients their own portal and add an unlimited amount of users. Whether you need the input of 1 or 100 clients, you can give access to whomever needs to have it.

Technology can improve your client interactions with some simple additions. Personalize and simplify your client’s experience with just a few subtle changes to the way you already operate.

SmartFile is a business file mangement platform that gives you more control, compliance and security.