THE EFFECTIVENESS OF INFORMATION MANAGEMENT TO IMPROVE CUSTOMER SERVICE
Information and Communication Technology (ICT) open up a whole new world of opportunity to most business and organization in order to deliver the most sophisticated quality and informative services for the benefit of their customers, they uses the power of information to be able to serve and improve their practices of most companies. Information Management helps each and every organization to deliver the widest range of services according to their customer’s needs and want. It includes choosing the right software, implementing the most suitable program depending on the services needed or as required by the conditions. Most companies has embraced the technology as the solution to their fast and efficient services and the availability that whenever customers need an information about their products and services the information is readily available for them to simply reach out and grab it for their advantage.
Having an effective information management system to improve customer service is not easy it requires a lot of testing and validation in order to make the service a success but during the 20th century the needs for information technology as a means for customer services is simply a must and the availability of software available in the market makes it even more beneficial to those organizations and companies who may need it. Here are some of the most in demand services used by most successful companies to serve their customers consistently;
24 Hour Customer Service – this can be a 24 hour service hotline especially designed for customers who have comments, questions, suggestion and query and complaints. Companies can use different integration of information management options to be able to give an immediate access to their customers. For example a cable television company provides 24 hour customer support for their subscriber so that they can be of reach if the customers need them. Companies can use human operator or robotic information system that automatically answers according to the basic needs of their customers while the human operator can even provide technical support in order to help their customers. The 24 hour customer hotline uses computer generated information management system that can easily trace customer’s identification and trace their transaction history in order to provide solution to their problem that is usually presumed by the company that this may occur. This process has been a very effective approach to customers since the company is open 24 hours a day 7 days a week so customers are mostly secured that they will be served.
Internet Management System – this includes web content management that customers can simply browse information they need and again this system is open 24 hours a day. This can also includes document management that customers can submit or download files, audio, video, images etc. the internet management system can also accept transaction such as digital recording, updating, communication through chat email and more. Most importantly the company provided the most comprehensive information as possible that is necessarily needed by their customers. Banks, Hospitals, Airlines and other agency can accept online transaction such as payment and balance inquiry needed by their customers so they don’t need to call or visit their offices since online transaction is practically the same.
This services results in fast, efficient and most comfortable assistance to their customers which is affordable or mostly free. Internet management system provides so much efficiency in customer handling that includes; online learning, enterprise information, product introduction, best offers, follow ups, database access, collection, webinars and inquiry that can be virtually presentable and appealing in the eyes of the customers and it can be accessed in their most convenient time. Internet management system act as a 24 hour store that can reach the whole world; they also act like a 100 salesman that eliminates rejection of customers but introduce all the benefits of their products in order to gain customers trust to simply buy their products and services. All business should be able to succeed in online customer service using their websites.
Mobile Information Communication Services – in today’s fast pace economy customers reached most companies by using the benefit of mobile phone communication system. This system uses state of the art mobile service advantages that customers can have access to information using their mobile phone; they can make transactions, information rendering, and inquiry and more using their gadgets and this is something personal. Company can also send instant messages to their customers to make sales or follow up their account subscription, they also use this technology to gather more customers and as a form of media advertisement which create a more interesting approach. The mobile technology nowadays can also be used to access the internet, using this gadget makes it very efficient for most companies and individual to conduct business and serve their customers possibly anytime and wherever they are.
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