Differentiating Your Business Through Better Customer Service - Is There an App for That?
By Holly Zoba Senior VP of Sales - Hospitality, Signature Worldwide | April 03, 2016
Yes and no, if you try a Google search for apps that improve customer service you are going to find hundreds of possibilities. And they have the most clever names: ZenDesk (sounds very relaxing), GetSatisfactio (isn't that what we all want?), Loop, OfficeVibe, Nuance, IdeaScale and on and on.
Each app has a variety of pretty cool bells and whistles, and each app could potentially help to improve your customer service, so that explains the yes, but what about the no I mentioned above?
No app alone can really help. I can say this with some confidence because I spend a lot of time trying to prove that statement wrong. I am an early adaptor of anything shiny and new and Apple based. On any given Monday I have found the absolute best app for my personal quest – better time management. But then by Friday I have drifted back into disorganization.
Applications are typically designed to solve very specific problems. Sometimes that can tackle two or even maybe three segments of a similar problem – but apps are by their nature not comprehensive. In other words, stop trying to take the easy way out. If it was easy, everyone would do it and then how would you be so different?
Like most solutions, differentiating yourself from your competitors by delivering unusually good customer service can be accomplished through a holistic approach – with both online and offline applications.
Having delivered training on how to improve customer service for the past 25 years, my organization has learned a little about the offline strategy of differentiation. It can be summarized in three easy to understand steps: make sure your employees like you, make sure your employees like your customers and find a way to make the whole like-fest last.