Customer service has evolved considerably over the past few years; customers expect higher and higher levels of experience from your brand, in terms of service, personalisation, and speed of response.
Whilst many companies already have customer experience as a key strategy and the suitable technology in place to achieve their desired outcomes, there are also many examples where those outcomes are unachievable, for example in the event of a technology failure and incidents such as fire, flooding or snow.
‘What happens when your phones goes down?’
Is a question most technology consultants will ask their customers and generally the answer is..
‘We’ll divert the calls to a mobile’
Diverting calls to a mobile should not be the solution for any reputable brand as:
- There are various technologies available to remove the need for this
- Consider the brand image you are presenting to your customers when presented with a mobile phone voicemail!
As mentioned before, customers expect to be able to communicate with a company, despite any issues that company is facing – this includes live chat, email or phone. Therefore, planning your business continuity processes is critical to your customers’ impression of your company - this could be your internet connection, security, telephony technology, disaster recovery, back up through to your internal infrastructure.
Designing your infrastructure with customer service at the core is critical to the reputation of your company, and ultimately this is what delivers profits to your company.
Charterhouse have a wealth of experience working with organisations across a variety of sectors and company sizes to design, plan and implement solutions to ensure customers’ experience isn’t affected when an organisation is affected by a technology or natural disaster.
Do get in touch to discuss how we can assist your organisation.