SME Customer Service Like A Multinational Blue-Chip

Posted by GMI Blogger Posted in Uncategorized

Sep 4 2014 at 10:14am

It’s quite surprising to see how many companies across the Middle East still do not have proper customer service channels set up. Customer service, in the traditional sense, may be seen as needing a significant investment and is often considered out of reach by many smaller businesses. This, however, is no longer the case. When it comes to offering your customers a proper customer service channel, all you really need is one or members of your staff who are willing to invest a little bit of time every day, responding to inquiries.

Small and Medium Business Customer Service

You don’t need a call center, helpline or anything too elaborate. Within your existing website itself, you can quickly and easily set up an entire contact center that’s at par with the world’s best, leaving plenty of room to scale operations, in case you did want to eventually look at something more elaborate.

You might think we’re talking about an email service or contact form of some kind. These are both quite easy to set up, cost very little and appear professional. But they’re only half of the equation. Receiving inquiries isn’t the challenge here – it’s how you handle them once they arrive, that matters most. Respond too late (or not at all) and you might lose a customer for good.

What we are talking about is, of course, an online ticketing system. It’s nothing ingenious or sophisticated but ensures that your company can receive inquiries, track and respond to it effectively as well as maintain a healthy relationship with customers. In addition, you can keep track of the history of interactions you have had with customers.

Ticketing systems aren’t expensive to set up. If you currently have a website, you can be up and running within an hour. OS Ticket is amongst our favorites; it is an open source, free-to-use online ticketing system that can be quickly installed, easily set up and abounds in useful features. Other services such as Zendesk and Freshdesk offer hosted solutions for a monthly fee. Whichever route you may decide to take, you’ll definitely get your investment’s worth.

Once you’re up and running, it’s simply a matter of scheduling time each day to respond to inquiries. With a ticketing system handling the inflow of inquiries, all you have to do is wait for an email alert. The customer sending the request will receive a ticket number to refer to their inquiry and be alerted when the ticket has been moved up or transferred etc. (depending on how your ticketing system is configured).

This is a quick and cost-efficient way of handling your customer inquiries in a more professional manner. Our expert technical team can help you get up and running in no time. Get in touch with us to schedule a demo and discuss your customer service needs with one of our digital experts.

We look forward to hearing from you!

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