B2B Customer Support | | Published July 05, 2016

How to Build Customer Trust and Loyalty Through Technology

These days, technology is everywhere. Technology affects just about everything the modern human being does, and it even leaves its prints in the business world. One example of this is the way that technology works towards building better customer loyalty towards your business. In order to build customer loyalty through technology, it is crucial for businesses to be interactive with their customers, as well as efficient in delivering assistance. Here are some ways that modern-day technology allows for companies to achieve these levels of responsiveness and efficiency and, as a result, build customer loyalty.

Live Chat Features
custsvc_keyboard.pngLive chat features are a great way for businesses to be more interactive with their customers. Live chat features are chat windows on websites that customers can use to speak to representatives from the company that the website belongs to or is associated with. Even though live chat features may not seem very effective at first glance, consumers are given immediate access to the assistance they need, and this help is delivered in seconds. This is extremely important to consumers, and this does wonders for building their customer loyalty. When a business appears friendly, helpful, and efficient, customers feel more trust towards them, therefore increasing the loyalty towards a given company. Live chat features wield important results for customers, and therefore they are an extremely helpful addition to any business website. 

Social Media Customer Service
In the past decade, social media outlets have taken their places in the technological world and in the lives of customers. Social media is always around us, and it is always affecting how any business runs. It is an important part of how the public views, interacts with, and feels about a company. To not use social media for customer service or for getting to know customers would be a great disadvantage to any company. For this reason, many businesses use social media customer service to their advantage to build customer trust and loyalty. Examples of social media customer service include businesses replying to tweets and mentions with offers of assistance or liking and providing a support button on Facebook in order to be friendly and provide help to customers. Social media customer service is all about companies being more interactive with customers, while also increasing the efficiency of the business in the eyes of the consumers. As a result of this responsiveness, customers are able to experience businesses on a more personal level while receiving the assistance they need, therefore building better customer loyalty towards a company which is utilizing social media.

Customer Support Software
Customer support software is one of many help desk solutions that businesses utilize. Support software exists in order to help customers and businesses alike, and is a great storage device for customer data. Through customer support software customers are able to get the help they need from companies, therefore building their customer loyalty to a company even more. This also makes customers feel as if though their comments and questions are valued, and they will appreciate that they are not being ignored. Customers’ time and opinions are valuable to the progress and improvement of a company, and customer support software allows businesses to utilize these resources rather than waste them. Companies are able to address complaints and concerns using this advanced software, and customers are able to get the results they want and need from the businesses that they depend on every single day. Customer support software can have a very important hand in building customer loyalty towards companies if it is used properly by these businesses.

contactus.pngTechnology is always making strides towards better customer service, and therefore, higher levels of customer loyalty for companies. When it comes to building customer loyalty, technology is an important ally to have, as it expands your overall reach and maximizes on your ability to offer assistance. It also makes companies feel more personal and close-to-home for customers, all while showing people how quick and efficient your business is. Consider integrating these bits of technology into your customer service, if you haven’t already, and be prepared to be stunned by the levels of customer loyalty that follow. Remember that the best thing about customer loyalty is that there is never any kind of limit to it -- customer loyalty can increase and expand, and, if you play your cards right, it will still continue to grow.

Ami Sanghvi is an SEO & Outreach Intern at The Marketing Zen Group and writes content on behalf of Kova Corp. In her spare time, she can be found writing poetry, reading, or sketching. Tweet her @AmiJSanghvi or connect with her on LinkedIn.