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What do Toshi’s chain of sweet shops in Gurgaon, Sonya’s business making home-made pickles & chutneys in Ferozepur and Amar’s unit producing bamboo handicrafts in Agartala have in common? They are all small businesses looking to make a mark in their crowded verticals. With small ventures having come into existence post-Covid pandemic, they need to secure their future in these turbulent times. They come with limited teams & budgets to handle client expectations and bring value to experiences despite the limitations.  One way for them to succeed is to immerse themselves in a great tech stack via a Salesforce Consulting partner. In this blog, we look at different ways for small businesses to use tech via a Salesforce Consulting partner to transform their customer experience.

  • Give clients the option to help themselves to find answers or solutions. The modern-day client adores self-service says a Salesforce Consulting partner. Empower them to help themselves by providing online resources such as help articles or a frequently asked questions (FAQ) section to address frequent questions. Clients get what they are looking for when they need it thanks to the resource bank, and self-service lowers the pressure on the service team agents. Automating responses to mundane customer queries allows the team to concentrate on complicated issues and deep dive with clients who want the option. Giving the team the time to fix client issues has two business benefits. It lowers employee burnout & improves client relationships says Codleo, Salesforce Consulting partner.

  • Use service bots. chatbots make for an excellent first line of support for clients of a small business.  A superior AI service bot deployed via a Salesforce Consulting partner can reply to clients in real-time, automate mundane engagement, and address simple inquiries while channeling complex client requirements to a live agent. Service bots are proving to be the best way for service-reliant businesses to remove the stress of their team members. Bots enhance employee efficiency & increase service operations. Review the departments within the company that could do with a chatbot. The most popular uses of bots concern call center support, where a chatbot can assist with password changes or ask for account balance; link with back-end systems such as inventory management; and virtual personal assistants like Alexa.

  • Service on social media channels. Companies delivering support via social channels, SMS, and chat shows that the company is proactive about customer service and willing to be everywhere. Customer service via social channels allows clients to call the shots and is ideal for curating long-lasting relationships. Link the marketing &service teams with social customer service software so you get an end-to-end view of each client before responding on social media. When a customer posts a complaint or concern on a social media channel, the team can quickly respond, soothe frayed nerves with an apology + offer/scheme/discount, and keep the customer loyal.  These small gestures go a long way and keep a brand in the heart & soul of its intended audience.

About the Author

Rahul Ray

Rahul is a seasoned consultant in travel, transport and hospitality sector subject matter expert with over 20 years of experience and constantly challenging himself to re-define travel distribution and channels, Dedicated Son, Love Nature and Politics both

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