Using Web Conferencing Service for better Customer Service

Articles on Conferencing | Topics: conferencing, conference

by Isiah H. Hull

.In today's rat race, a company needs to maintain its competitive advantage over other companies in order to survive. Much has been said and done about resorting to technology to maintain a company's edge over a competitor. However, competitive advantage is all about how contented your customers are.

Small and large companies alike may have resorted to promoting their businesses through the Internet but they still believe in maintaining the traditional high quality of service which the customers look for.

Customer service is a company's capability to respond to the needs and wants of its customers, at the right time and at a lesser cost on the customers' part. If a company is able to meet its customers' demands, within the limit of its product warranties, then that is good customer service. If a company is able to respond to its customers' demands efficiently and consistently, then that is excellent customer service.

But what are the factors of customer service? A good customer service starts with a good and quality product, marketed by a pleasant sales force. A company may have a good product but it is still useless if such product is being sold by a rude sales staff. Added to this is the timely delivery of the product and an efficient after-sales team that will look after the needs and wants of the customers even after the sale is made. Most companies treat their clients right while doing the sales pitch, but put them at the bottom of the pit once the sale has been made. Such an attitude among companies has made a repeat sale next to impossible.

Most companies have resorted to new communication strategies offered by the Internet to make sure they offer good if not excellent customer service. Among these strategies are website development, email connections and web conferencing. The Internet allows a company to connect with its customers all over the world during the sales pitch, the on-going sales and even after the sale has been made. This makes the difference in the competition for the consumers' continued patronage.

A company must invest in an informative website, to make sure their customers can access information from them without calling the company and going through a series of rigorous telephone calls, anytime, anywhere. Through the website, a company can provide additional information to customers through press releases, product information and self-help articles.

аHistorical Quote

The peace conference must not adjourn without the establishment of some ordered system of international government, backed by power enough to give authority to its decrees. ... Unless a league something like this results at our peace conference, we shall merely drop back into armed hostility and international anarchy. The war will have been fought in vain ...

—Virginia Crocheron Gildersleeve (1877–1965)

Providing good customer relations does not only mean a customer can contact the company at anytime. It also means that the company is able to respond to the customers' needs. While most companies are on the right track by putting up email links, websites and auto responders (which enables a respond to be automatically sent to the customer at any time through the email), nothing beats the personalized service offered by web conferencing.

Web conferencing has definitely enhanced and improved the present communication system. It is a lot different and more convenient than the telephone toll free numbers offered by most companies. Web conferencing allows both customers and the company representatives to interact in real time, complete with live video and audio feed, from any location, at anytime.

This method can improve customer service by making customers feel the company is concerned about their needs and wants. A company need not necessarily assign a group of people to conduct web conferencing to be able to respond to customer complaints or queries. It can prepare an informative Power Point presentation which can act as a product presentation for the customer. It can also incorporate an online guide on how to operate or use products. It can create a program in such a way that a customer gets the feeling of live interaction without having too many people attend to the customer's needs.

Only an individual trained in the basic technical aspects of operating the web conferencing set up must be allowed to conduct the service. The assigned person or group of persons must also be briefed on the common questions asked by customers, and how to handle customer complaints.

Web conferencing may be new to most companies, especially the small ones, but it will eventually be the way to go in the future. It may mean more expenses for the company but in the long run, web conferencing will be more cost effective and will make sure that the company is able to maintain an edge over its competitors.

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Please note: All personal opinions expressed in the "Using Web Conferencing Service for better Customer Service" article belong to the contributing author and are not necessarily shared by WebDesignConferencing.com.

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