Let’s find out all how you can reach your service provider
2020 has been an unprecedented year, to say the least. The world is in transition, everything around is changing to accommodate the ‘new normal’. As physical interactions have been reduced to a bare minimum, businesses need to adapt to the virtual world. The businesses are going to take a hit if they don’t continue to provide the same services as they did before the pandemic. The customers demand and expect that the benchmark of service that was set by the business before be met now as well.
A section of business that has taken a major hit because of the ongoing pandemic is customer service. As in-person consultations are not advised, the businesses have to come up with newer technologies and techniques to gather and resolve the complaints of the customer.
As for the customers, reaching their respective service provider has also changed. The conventional methods have changed now, the ways of registering a complaint have also evolved now.
A lot of companies have entire departments such as British Gas Complaints dedicated to introducing newer and much more customer-friendly methods for customers to reach them.
Let’s look at some of the best methods to reach a business with complaints:
1. The Official Website:
Most of the major companies have a dedicated customer support system based on their website. Customers can file a complaint simply by logging in on the website, providing the necessary customer identification details, describing the issue they are facing and submit the issue.
The websites are interactive and customer-friendly. The customer can narrow down the issues they are facing by choosing the category of the service they are facing an issue in. These companies have ticketing systems that keep track of the complaints received and resolved. This keeps the entire process flow in order.
2. The Live Chat Feature:
Some of the bigger businesses have introduced the Live Chat feature on their website for customers who are facing an issue that they can solve by themselves with the expert guiding them through the process through the chat. This is essential during the pandemic as it requires no contact with anyone from the outside. These companies have dedicated service agents working around the clock to listen and resolve the issues faced by customers. If a customer is facing an issue that does not require domain expertise, this is the best way to move forward.
3. Customer Service Helpline:
This is the most trusted and the most used method of registering a complaint with a business. Companies such as BT Complaints have hotlines open 24×7 for customers to reach out and directly talk to professionals and register complaints.
4. Social Media Pages:
A lot of businesses have been getting their social media game lately. The businesses realise that having a strong social media presence is a serious monopoly in today’s market. Therefore, when a customer raises a complaint using a social media app, the businesses take it very seriously. This also helps in building strong and lasting relationships with their customer base.
To sum it up, there are countless roads to take while registering a complaint with a service provider. The most important thing is for the business to have the right intent. A lot of corporations set up all the right channels for the customer to reach them but fail due to lack of maintenance. Maintaining and properly curating all the available channels is absolutely crucial for a business. A customer carries the experience of an interaction with a business for a long time and word-of-mouth counts the most in the market.
Therefore, giving the customer a wholesome experience is absolutely necessary. Presenting them with more than one channel of reaching out is also a major step in making the business more customer-friendly. In conclusion, it can be said that listening to the customer and resolving their issues is as important as introducing newer services for businesses.